Feature Spotlight

Voice and Video

The voice and video feature of Cobrowse adds real-time voice and video calling functionality to your co-browsing sessions. Whether troubleshooting complex customer support issues, guiding users through onboarding steps, or building trust in sales conversations, voice and video communication eliminates communication barriers and enables personalised support for every engagement.

The native integration of voice and video enhances a co-browsing session and enables a seamless transition between chat, voice, and video within a single agent interface. Session data, including video recordings and voice transcripts, may be retained for compliance and audit purposes or to support future training needs of agents.

Why it matters

Digital interactions can lack the human connection that makes in-person communication so effective. Without the ability to see or hear an agent, barriers to effective communication may still exist. Much of how we communicate is defined by how we say something, not just what we say. Co-browsing helps to resolve issues faster, but sometimes a reassuring voice or a friendly face can transform a transactional engagement into a memorable one.

Typing through issues in a chat session or interpreting written instructions can slow resolution times and lead to dropped sessions and decreased customer satisfaction. Customers miss out on the reassurance of human presence, and businesses miss opportunities to build trust and close sales.

Voice and video communication helps support agents in delivering a personalised experience. With the ability to speak directly to agents, customers can get faster, clearer support. The result is stronger rapport, greater satisfaction, and better outcomes for all.

Why Cobrowse.io

Compliant hosting options

Unlike solutions that rely on third-party subprocessors, Cobrowse offers voice and video functionality that’s built natively into the Cobrowse platform. That means that it works whether you are using our cloud, self-hosting in your own cloud, or deploying on-premise. This ensures your data governance policies remain intact and privacy requirements are upheld.

Flexible voice and video integration

Voice and video are seamlessly integrated into the co-browsing experience, with flexible controls for one-way (agent-only or customer-only) or two-way (bidirectional communication). Customers have the option to also run voice and video sessions on a standalone basis, whether or not co-browse is used. There’s no need to launch a separate session or switch applications mid-session.

Augment your existing
support channels

Upgrading from chat-only or voice-only support is simple, without the need to re-architect your workflows. Whether you’re looking to augment your customer support or your digital sales experience, voice and video co-browsing elevates your interactions to the next level.