If you've ever tried to guide a customer through a tricky online process over the phone or through chat, you already know the struggle. Screenshots aren’t enough. Long explanations only frustrate everyone. And traditional screen-sharing? It often brings security issues, lag, and unnecessary complexity.

That’s why cobrowsing has become one of the most powerful tools for modern customer support teams. But with so many platforms claiming to “transform customer service,” how do you know which one truly fits your workflow?

Let’s break down a simple, human-centred comparison in this blog.

What Are Remote Video Assist Platforms?

Remote video assist platforms like Blitzz are digital tools that allow support teams and technicians to see exactly what a customer sees through a live video stream. Instead of relying on guesswork, long explanations, or multiple back-and-forth messages, agents can visually inspect the issue in real time, guide the customer step by step, and often resolve the problem without sending someone onsite.

These platforms have become essential in industries such as customer support, field service, appliances, telecom, insurance, and technical troubleshooting. They help teams diagnose issues faster, reduce unnecessary dispatches, and deliver a smoother, more efficient support experience—all through the customer’s mobile device.

What Is Cobrowsing (and Why Are Companies Switching to It?)

Cobrowsing—short for collaborative browsing—lets an agent join a customer directly inside a website or app without seeing their entire screen.

It’s secure, instant, and focused. Instead of exposing desktop notifications, personal photos, or email inboxes, cobrowsing shows only the relevant webpage.

It’s like being able to stand beside your customer, point at the exact button they need to click, and walk them through the task as if you’re right there with them.

How Does Cobrowsing Work?

Cobrowsing works by allowing a support agent and a customer to share the same screen or browser session in real time—without exposing the customer’s entire device. When the customer clicks a secure link, the agent can instantly view the specific webpage or app the customer is looking at.

From there, the agent can guide actions, highlight buttons, point to fields, and walk the customer through the process step by step. Unlike traditional screen sharing, cobrowsing limits visibility to only the active tab or page, keeping personal information private while still enabling smooth, collaborative problem-solving.

Blitzz's Cobrowse vs SightCall: Real-Time Support vs Enterprise-Grade Visual Engagement

SightCall is known for its visual assistance — AR overlays, remote camera sharing, and field-support tools. It’s powerful for technical industries like telecom, utilities, or insurance inspections.

Cobrowse solutions, on the other hand, are built primarily for digital customer support on websites and apps.

Where Cobrowse Wins

• Simple, low-friction setup

• No apps or downloads for customers 

• Perfect for online forms, transactions, onboarding, and troubleshooting

• Higher privacy: agents only see the webpage, nothing else

Where SightCall Wins

• Strong for remote field support

• AR annotations and real-world camera streaming

• Great for industries that need visual inspection or hands-on guidance

Verdict

If you need to guide customers inside your website (billing, payments, onboarding), cobrowsing is easier, faster, and more user-friendly.
If you need to inspect physical equipment or assist field technicians, SightCall shines.

Blitzz Cobrowse vs TeamViewer: Focused Support vs Full Remote Control

TeamViewer is a powerhouse for IT remote access. It allows full desktop control—which can also be a downside in customer-facing environments.

Where Blitzz Cobrowse Wins

• Zero downloads

• Limited, controlled access

• Protects user privacy

• Designed for CX teams, not IT departments

Where TeamViewer Wins

• Complete remote desktop control

• Useful for fixing technical device-level issues (software installs, OS troubleshooting)

Verdict

TeamViewer is great for IT help desks.
Cobrowsing is the safer, more modern choice for customer support teams who only need to guide customers within their own website or application—not take over their whole computer.

Blitzz Cobrowse vs TechSee: Guided Digital Experience vs AI-Driven Visual Help

TechSee is well-known for its AI-powered visual assistance, often used in industries like telecom, appliances, field services, and retail.

Cobrowsing is more aligned with digital-first customer service teams (banks, SaaS, e-commerce, insurance portals).

Where Blitzz Cobrowse Wins

• Simple, intuitive for non-technical users

• Great for webform completion, transactions, and troubleshooting

• More private and controlled than camera-based support

Where TechSee Wins

• Strong visual AI that recognises objects and suggests solutions

• Excellent for equipment troubleshooting or setup

• Designed for field service automation

Verdict

TechSee is ideal for diagnosing real-world problems through a camera.
Cobrowsing is ideal for diagnosing digital problems inside your website or app.

Blitzz Cobrowse vs Screen-Sharing: Precision vs Chaos

Traditional screen-sharing (Zoom, Google Meet, MS Teams) was never designed for customer support. It’s slow, invasive, and risky from a security standpoint.

Cobrowsing is faster, cleaner, and purpose-built.

Where Blitzz Cobrowse Wins

• Privacy: No access to desktops, email notifications, or unrelated tabs

• Guidance tools: Highlight, draw, navigate with the customer

• Zero setup

• Smart focus on the website — not the whole device

Where Screenshare Wins

• Allows broader view of a full desktop environment

• Works for general collaboration (meetings, presentations, teamwork)

Verdict

Screensharing is great for meetings.
Cobrowsing is the clear winner for customer guidance, privacy, and real-time support speed.

 Final Thoughts

Cobrowsing adds a powerful layer to remote video support by allowing technicians and customers to work from the exact same screen in real time. Instead of relying solely on a live video feed, both sides can navigate together, highlight specific areas, and guide each other through each step with total clarity. This shared view eliminates misunderstandings, speeds up diagnosis, and turns complex issues into manageable, collaborative tasks.

For field technicians, cobrowsing means fewer unnecessary truck rolls, faster resolutions, and the ability to walk customers through digital instructions with confidence. For customers, it creates a smoother, more reassuring support experience—one where they feel seen, guided, and empowered. When live video and cobrowsing come together, remote troubleshooting becomes not just possible, but genuinely effective.

Do you want to learn more about Blitzz's cobrowse technology? Experience how real-time screen sharing and collaborative guidance can make remote support faster and easier. Book a demo today and see it in action for yourself.

Review these FAQs

What is the primary purpose of remote video support platforms?

Remote video support platforms allow agents and technicians to see the customer's issue in real time, helping teams diagnose problems faster and reduce unnecessary onsite visits. When paired with Blitzz cobrowse software, the experience becomes even more interactive and precise.

Can small and large enterprises benefit from these platforms?

Yes. These platforms are designed to scale, making them useful for both small teams and larger organisations. Many cobrowsing software for enterprises solutions include advanced features like workflow automation, reporting dashboards, and deeper integrations.

How do remote video support tools integrate with existing workflows?

Most platforms easily connect with CRMs, ticketing tools, and helpdesk systems, allowing agents to launch sessions directly from their current workspace. This seamless integration helps teams adopt cobrowsing software without disrupting their existing processes.

Are remote video assistance platforms secure?

Yes. Leading tools follow industry-standard security protocols, including encrypted sessions and controlled viewing permissions, ensuring that sensitive customer data remains protected throughout the interaction.

Which industries benefit most from remote video and cobrowsing technology?

Telecom, insurance, utilities, home appliances, and manufacturing teams gain significant value by enabling technicians and customers to collaborate visually. These tools help reduce truck rolls, speed up resolutions, and create a smoother support experience.