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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.