Feature Spotlight

Full device screen share

Full device screen share allows a user to share their entire device screen with an agent during a co-browsing session, including all applications and system interfaces. This extends support for remote devices beyond simple in-app troubleshooting and can be particularly useful for point-of-sale systems or unattended devices. It also provides support for customer devices throughout the user’s journey. Full device screen share is fully optional and can be enabled or disabled based on the specific needs of your company.

Why it matters

Full device screen share offers additional capabilities compared to regular in-app sharing. It enables agents to view and interact with the entire device interface, offering a complete picture of the user’s or device’s operating environment. This is required when troubleshooting complex issues spanning multiple applications or settings; which is impossible with limited in-app sharing.

When agents are restricted to viewing only a single application it can lead to incomplete troubleshooting and prolonged support sessions. Users may need help understanding issues that occur outside their app, resulting in miscommunication and unresolved problems. Common issues include misconfigured system settings, out-of-date software, e-sim troubles, and network issues. This renders remote or unattended device management and support impossible.

A comprehensive view of the device enables agents to identify and resolve issues quickly, across all applications and settings; reducing resolution times, minimizing user frustration, and ensuring no detail is overlooked. For remote device management, it provides the necessary tools to monitor and troubleshoot devices efficiently, leading to improved operational efficiency and reduced downtime.

Full device screen share in action

Multi-Platform Support

Support full device screen share across all your platforms, including web, iOS, Android, Windows, and macOS. This flexibility is crucial for businesses that support diverse technology environments.

No Additional Downloads or Companion Apps

Cobrowse integrates seamlessly into your existing app, eliminating the need for additional software downloads. This streamlined implementation ensures that users and devices can access the latest full device screen share capabilities without friction.

Fine-Grained Permissions

Use fine-grained permissions to control the extent of device access. Full device screen share can be completely disabled for certain use cases and only enabled for approved scenarios.

For customer devices, an additional consent workflow can be enabled for customers to feel in control. Maintain strict control over co-browsing sessions, remaining compliant whilst providing robust support where necessary.