Equip your agents to see your customer problems first-hand.

Cobrowse for Dynamics 365 brings secure, real-time collaborative browsing directly into your 365 experience. Agents can instantly see what customers see, eliminating guesswork and making support faster, clearer, and more personal.

Break down traditional communication barriers between customers and agents with our feature-rich co-browsing solution designed for web and mobile browsing, plus native mobile applications on Android, iOS, React Native, Flutter and more.

Cobrowse supports a wide range of deployment models including hosted, private cloud, and on-premise, so enterprises can meet strict security, compliance, and IT requirements without compromise.

Whether troubleshooting a support issue, helping complete an application, or assisting with onboarding, Cobrowse drives better digital adoption, improves user education, and delivers standout customer experiences.

By embedding Cobrowse directly inside Dynamics 365, organizations reduce average handle time, increase first contact resolution, and improve customer satisfaction, all while keeping agents in their existing workflow.

Benefits

• Enhance customer satisfaction - CSAT and NPS are core metrics for any contact center. Cobrowse's real-time, personalized guidance delivers faster resolutions, eliminates traditional communication barriers, and creates a shared experience that fosters customer trust and loyalty.
• Improve first contact resolution - FCR is a key contributor to customer satisfaction. Collaborative browsing accelerates issue diagnosis and resolution and avoids escalating or transferring calls. Customers are confident their issue has been solved and are less likely to produce repeat calls.
• Enhance agent satisfaction - Empower agents to identify and resolve issues faster by sharing the customer experience. Avoid the frustration resulting from miscommunication and improve agent efficiency and effectiveness during the most complex customer engagements.
• Increase sales conversion rates - Cobrowsing isn’t just for support, it also adds value to the sales process. Agents can collaboratively guide users through complex elements of the buying process, such as online application forms, and reduce cart abandonment rates.
• Ensure data privacy - Advanced security settings ensure collaborative browsing doesn’t expose sensitive information to agents, maintaining compliance with strict, industry-specific data privacy obligations and creating greater customer trust.

Features

• Agent tooling - Provide agents with laser pointer, annotation, remote control, and drawing tools to enhance communication.
• Mobile co-browsing - The same powerful suite of tools used for web browsing also supports native mobile applications for Android, iOS and more.
• Universal co-browsing - Seamlessly follow your customer throughout their digital journey as they navigate third-party websites, applications and other content.
• Private by default - Redacting all customer-specific data, text or images, by default to ensure no sensitive data is shared during a co-browsing session.
• Session initiation - A range of session initiation options, from one-click connect to a 6-digit code, push notification or session link via SMS or email.
• Session replay - Record a complete audit trail of every customer and agent action during a co-browsing session for training and conflict resolution.
• Agent present mode - Share approved content from your websites or mobile applications with customers directly to improve understanding.
• Mobile camera share - Customers can share a live feed from their mobile device during support calls to improve physical troubleshooting.
• Remote control - Agents can take limited control of a customer’s web page or mobile app screen to perform permitted actions on the customer’s behalf.
• Full device screen share - Customers can share their entire device screen, including third-party content, to extend problem-solving beyond in-app support.