Co-Browsing Software Market Size, Share, Growth, and Industry Analysis, By Types (Cloud Based, On Premises) , Applications (Large Enterprises, SMEs) and Regional Insights and Forecast to 2032

Co-browsing software market Size

The Global co-browsing software market was valued at USD 228.96 million in 2023 and is projected to reach USD 239.81 million in 2024, with growth expected to reach USD 347.35 million by 2032, exhibiting a CAGR of 4.74% during the forecast period [2024-2032].

The US co-browsing software market plays a pivotal role in driving this expansion, supported by increasing adoption of digital customer support tools and real-time collaboration solutions across industries such as banking, e-commerce, and IT services. Key growth regions in the US, including California, New York, and Texas, are contributing significantly due to the presence of major technology providers, high digitalization rates, and growing demand for enhanced customer experience platforms.

Co-Browsing Software Market Growth 

The co-browsing software market is experiencing substantial growth, driven by the increasing demand for enhanced customer engagement and seamless support solutions across various industries. Co-browsing, a technology that allows two or more users to view and interact with the same webpage in real time, has gained popularity due to its ability to provide personalized assistance, making it an ideal tool for customer service, technical support, and sales. With businesses striving to improve customer experience and reduce friction in online interactions, co-browsing has emerged as an essential solution.

The market is expected to witness robust growth over the coming years, propelled by the increasing adoption of digital transformation initiatives by enterprises. Companies are increasingly leveraging co-browsing software to offer live, real-time support, enhancing their ability to resolve customer queries and issues efficiently. This technology enables agents to see the exact webpage a customer is viewing and guide them through the navigation process, which reduces misunderstanding and speeds up the resolution time. The integration of co-browsing software with CRM systems and help desk solutions further enhances its value proposition by providing a more comprehensive approach to customer service.

The future outlook for the co-browsing software market remains positive, with the market set to expand at a significant rate. Factors such as advancements in artificial intelligence (AI) and machine learning, which can enhance the functionality of co-browsing tools by offering predictive support and automating some aspects of customer interactions, will further fuel this growth. As more organizations realize the benefits of real-time collaboration and customer engagement through co-browsing, the market will continue to evolve, offering more sophisticated features and broader integration with other communication tools, such as video conferencing and chat.

Co-Browsing Software Market Trends

As the demand for personalized and real-time customer support continues to rise, several key trends are shaping the co-browsing software market. One significant trend is the growing integration of co-browsing with omnichannel customer service platforms. Businesses are focusing on delivering a seamless customer experience across various communication channels, including phone, email, live chat, and social media. Co-browsing helps bridge these channels by providing a unified view of customer interactions, enabling service agents to provide a more cohesive and efficient support experience.

Another emerging trend is the increasing adoption of co-browsing software in industries beyond traditional customer service, such as education and healthcare. Educational institutions are utilizing co-browsing to assist students with online learning platforms, while healthcare providers are offering co-browsing services to guide patients through complex insurance claims or telehealth consultations. Additionally, the growing emphasis on data privacy and security is leading to more secure and compliant co-browsing solutions. Software developers are implementing end-to-end encryption and other security measures to protect sensitive customer information, which is especially critical in industries like banking and healthcare.

Moreover, the trend toward cloud-based solutions is gaining traction in the co-browsing software market. Cloud deployment allows businesses to scale their customer support operations more easily, reducing the cost and complexity of maintaining on-premise infrastructure. Cloud-based co-browsing solutions also offer more flexibility and integration with other cloud-based services, such as CRM and analytics platforms, enhancing the overall functionality and effectiveness of these tools.

Co-Browsing Software Market Dynamics

Drivers of Market Growth

Several factors are contributing to the expansion of the co-browsing software market. One of the primary drivers is the rising demand for improved customer experience. As customer expectations continue to evolve, businesses are increasingly seeking solutions that can provide personalized, real-time support. Co-browsing technology helps bridge the gap between customers and support agents by enabling direct, on-screen collaboration, which reduces frustration and leads to faster resolutions.

Another key driver is the rapid growth of e-commerce and online services, which have created a need for more efficient support tools. As more consumers turn to online shopping, virtual consultations, and digital banking, the need for effective customer support mechanisms has never been greater. Co-browsing enhances customer service by allowing support agents to directly assist customers in navigating websites, completing transactions, or troubleshooting issues, leading to higher customer satisfaction and retention rates.

Furthermore, the increasing focus on digital transformation is playing a critical role in the market's growth. As businesses undergo digital transformations, there is a growing need for advanced tools to manage customer interactions in real time. Co-browsing is increasingly being integrated with other customer service technologies, such as live chat, chatbots, and AI-driven assistance, to create more streamlined and efficient support processes. This integrated approach not only improves operational efficiency but also provides customers with a more cohesive experience across all touchpoints.

Market Restraints

While the co-browsing software market is growing rapidly, there are several factors that may hinder its expansion. One of the main restraints is the high cost of implementing and maintaining co-browsing solutions, particularly for small and medium-sized businesses (SMBs). These organizations may find the pricing model of certain co-browsing providers to be prohibitive, as they often require additional infrastructure, training, and ongoing support to ensure proper implementation. This can limit the adoption of co-browsing software for businesses with limited budgets or those that are not ready to invest in such advanced customer service technologies.

Data privacy and security concerns also pose a restraint for the market. As co-browsing involves sharing sensitive customer data during real-time interactions, businesses must ensure that their co-browsing software complies with strict regulations such as GDPR (General Data Protection Regulation) and other regional data protection laws. Failing to meet these standards could result in severe penalties and reputational damage, making companies cautious about fully adopting co-browsing technology.

Lastly, the dependence on strong internet connectivity may limit the use of co-browsing solutions in regions or industries with poor internet infrastructure. Without stable, high-speed internet, the co-browsing experience may become fragmented, causing customer frustration and potentially diminishing the effectiveness of real-time collaboration.

Market Opportunities

The co-browsing software market offers several promising opportunities, primarily driven by the increasing need for enhanced customer experiences and the rapid digital transformation across industries. One major opportunity lies in the growing trend of omnichannel customer support. As businesses strive to provide a seamless customer journey across multiple touchpoints, integrating co-browsing software into omnichannel platforms presents a lucrative growth avenue. Co-browsing enables support agents to provide real-time, personalized assistance regardless of the channel a customer uses, whether through live chat, email, or social media.

Additionally, the increasing use of co-browsing in sectors beyond traditional customer service is another key opportunity. For example, in the education sector, institutions are adopting co-browsing to support remote learning environments, enabling educators to guide students through online learning portals, offer tutoring services, and facilitate live collaboration on assignments. Similarly, the healthcare sector can leverage co-browsing for telehealth consultations, helping medical professionals provide clearer instructions or diagnose patients remotely.

Furthermore, the adoption of co-browsing in emerging markets presents a huge growth opportunity. As internet access expands in developing regions, businesses in these areas are beginning to recognize the value of customer-centric solutions like co-browsing to improve customer service and operational efficiency. With increasing internet penetration, these regions are becoming increasingly viable for co-browsing software providers to tap into, creating untapped potential for market expansion.

Market Challenges

Despite the growth potential, the co-browsing software market faces several challenges that could affect its expansion. One of the primary challenges is the integration of co-browsing solutions with legacy systems. Many companies still rely on outdated customer service tools and platforms, which can make the seamless integration of modern co-browsing software a complex and resource-intensive process. This complexity can lead to increased implementation costs and delays, particularly for businesses with a large customer base and diverse operational requirements.

In addition to these issues, customer resistance to new technologies can present a barrier to adoption. Some customers may be uncomfortable with the idea of sharing their browsing sessions with a support agent, which could limit the willingness to adopt co-browsing as a preferred customer service tool. Overcoming customer reluctance requires businesses to provide clear communication about the benefits of co-browsing, as well as ensuring that robust security and privacy measures are in place.

Lastly, the market faces strong competition from other customer service technologies such as live chat, AI-driven chatbots, and video support. While co-browsing offers unique advantages, businesses may opt for these other tools, which may seem less complex or more cost-effective. Co-browsing providers must continuously innovate and demonstrate the value of their solutions in comparison to other customer support technologies to stay competitive.

Segmentation Analysis

The co-browsing software market can be segmented based on various criteria, such as deployment type, application, and end-user industries. By understanding the different segments, companies can better tailor their solutions to meet specific customer needs and capitalize on niche opportunities within the broader market.

One of the key segmentation aspects is deployment type, where co-browsing solutions are available in two main categories: on-premise and cloud-based deployments. Cloud-based co-browsing solutions are gaining prominence due to their scalability, cost-effectiveness, and ease of integration with other cloud-based customer service tools, such as CRMs and chat platforms. Cloud solutions allow businesses to avoid the high upfront costs of on-premise deployments, making them particularly attractive to small and medium-sized enterprises (SMEs). On the other hand, on-premise deployments may appeal to larger enterprises or organizations with specific security or data compliance requirements that prefer to maintain control over their IT infrastructure.

Another critical segmentation criterion is by industry or application. Co-browsing software is increasingly being adopted across various sectors, including e-commerce, telecommunications, banking, healthcare, and education. E-commerce is one of the largest markets for co-browsing, as it provides a way for businesses to assist customers during the online purchasing process, helping to reduce cart abandonment rates and enhance customer satisfaction. The banking and finance sector is also adopting co-browsing to offer personalized assistance for online banking transactions, helping customers navigate complex financial services.

Healthcare is another growing application area, as co-browsing is being used to facilitate telemedicine consultations and assist patients with navigating health portals. Educational institutions, particularly those offering online courses, are adopting co-browsing technology to improve student engagement and provide live assistance during remote learning sessions. The versatility of co-browsing software across these industries highlights its potential for widespread adoption and continued market expansion.

By Type

Co-browsing software is typically classified into two main types: standalone and integrated solutions. Standalone co-browsing solutions are designed to function independently and offer a focused, dedicated tool for real-time web collaboration. These solutions allow businesses to implement co-browsing capabilities without needing to integrate them into a broader customer service platform. Standalone solutions are popular among companies that want a simple, cost-effective way to enhance their support services without the complexity of additional tools.

Integrated co-browsing solutions, on the other hand, are embedded into existing customer service platforms or CRM systems. This type of solution allows businesses to enhance their current workflows by adding co-browsing functionality, making it a more seamless part of the overall customer experience. Integrated solutions are typically preferred by larger enterprises that already use a comprehensive customer service suite and want to add co-browsing as a complementary tool. This approach provides businesses with more robust analytics, customer insights, and workflow automation, further improving their support operations.

By Application

The primary applications of co-browsing software include customer support, sales assistance, and technical troubleshooting. In customer support, co-browsing allows agents to assist customers in real time as they navigate websites or mobile applications. This is especially useful for businesses in e-commerce, finance, and insurance, where users may need guidance in completing transactions or understanding product details.

In sales assistance, co-browsing allows sales teams to provide personalized product demos, guide prospects through product catalogs, and address questions about pricing or features. This is a valuable tool in industries where complex products or services require detailed explanations or guided purchasing processes. For example, in the software industry, co-browsing can help customers better understand the features and functionality of a product before making a purchase decision.

Technical troubleshooting is another important application of co-browsing software, particularly in industries like IT support, telecommunications, and healthcare. Co-browsing enables technicians to identify issues more efficiently by seeing exactly what the customer is experiencing on their screen, which allows for faster resolution of technical problems. Whether it's assisting with software installation or helping a user troubleshoot

Co-Browsing Software Market Regional Outlook

The global co-browsing software market is witnessing significant growth across various regions, driven by regional digital transformation initiatives, the increasing demand for superior customer experience, and the rise in internet penetration. North America, Europe, and Asia-Pacific are leading regions in adopting co-browsing technology, while the Middle East and Africa are emerging markets poised for substantial growth. Regional dynamics, such as regulatory frameworks, consumer behavior, and technological infrastructure, shape the market landscape and influence the adoption rate of co-browsing software.

North America

North America remains one of the largest markets for co-browsing software, largely due to the region's highly developed technological landscape and the growing emphasis on customer experience. The U.S. and Canada, in particular, are key adopters of co-browsing solutions across industries such as retail, finance, telecommunications, and healthcare. 

Europe

Europe is a major market for co-browsing software, with countries like the UK, Germany, and France leading the way in adoption. European businesses are heavily focused on improving customer experience while ensuring compliance with stringent data protection laws like GDPR. Co-browsing solutions help businesses meet these privacy standards while delivering efficient and secure real-time assistance to customers. 

Asia-Pacific

Asia-Pacific is one of the fastest-growing regions for co-browsing software, driven by rapid technological advancements, increasing internet penetration, and the rise of e-commerce. Countries like China, India, and Japan are at the forefront of co-browsing adoption, with businesses across various sectors such as retail, education, and healthcare increasingly utilizing co-browsing solutions to enhance customer service. 

Middle East & Africa

In the Middle East and Africa, the co-browsing software market is still in its early stages but is projected to experience significant growth. As internet connectivity improves across the region, businesses are increasingly adopting digital tools to improve customer service and engagement. 

List of Key Co-Browsing Software Companies Profiled

• Surfly
• TeamViewer
• Upscope
• Talisma
• Talkative
• Pegasystems
• Vizolution
• eGain
• Revechat
• LiveCaller
• Glance
• Glia
• LogMeIn
• Acquire

COVID-19 Impacting Co-Browsing Software Market

The COVID-19 pandemic had a significant impact on the co-browsing software market, accelerating the adoption of digital customer engagement tools as businesses adapted to remote operations and virtual customer interactions. The sudden shift to remote work and increased reliance on online platforms highlighted the need for real-time, interactive support solutions. As face-to-face interactions became limited due to lockdowns and social distancing measures, companies sought ways to maintain high levels of customer service. Co-browsing emerged as a powerful solution, enabling businesses to provide personalized, real-time assistance remotely, improving customer satisfaction, and reducing friction in online transactions.

Particularly in industries such as e-commerce, banking, healthcare, and education, co-browsing software proved essential in ensuring smooth interactions between customers and service providers. For instance, the healthcare sector adopted co-browsing to assist patients with online consultations, booking appointments, and navigating digital health portals. Similarly, e-commerce businesses leveraged co-browsing to guide customers through online shopping processes, resolve issues related to payment, and offer personalized recommendations.

The surge in demand for co-browsing software during the pandemic has led to a permanent shift toward digital-first customer service models. Even post-pandemic, many businesses continue to utilize co-browsing technology as part of their customer engagement strategies, making it an integral part of customer support systems.

Investment Analysis and Opportunities

The co-browsing software market presents numerous investment opportunities, driven by the increasing need for enhanced customer experience, digital transformation, and the growing reliance on real-time support solutions. Investors are increasingly recognizing the potential of co-browsing technology in sectors like e-commerce, telecommunications, finance, and healthcare, where customer support plays a pivotal role in business success.

Another promising investment opportunity lies in the expanding adoption of co-browsing in emerging markets. With the rise of internet penetration and digitalization in regions like Asia-Pacific, the Middle East, and Africa, there is a growing demand for real-time support solutions. Investors can capitalize on this opportunity by supporting co-browsing providers that are focused on expanding their reach into these high-growth regions. Additionally, businesses in these regions are increasingly prioritizing customer service as a competitive differentiator, making co-browsing technology an attractive investment option.

The cloud-based deployment model is another area poised for growth. Cloud-based co-browsing solutions are highly scalable, cost-effective, and flexible, making them particularly attractive to small and medium-sized businesses. Investors should focus on companies offering cloud-based co-browsing platforms, as this model is expected to continue gaining traction globally.

Moreover, investments in enhancing security features within co-browsing solutions will also be highly valuable, as data protection and privacy remain top priorities for businesses, especially in sectors like banking and healthcare. Co-browsing providers that emphasize end-to-end encryption, secure data transmission, and compliance with privacy regulations will be well-positioned to capture the growing demand for secure and compliant customer support technologies.

Recent Developments

• TeamViewer expanded its product offerings by acquiring Upscope, a leader in the co-browsing space. This acquisition strengthens TeamViewer’s customer service and support capabilities, enhancing its portfolio of remote access solutions.

• Talkative introduced a new feature that combines live chat and co-browsing with video support, providing a more immersive customer service experience. This development allows businesses to engage customers more effectively during complex transactions.

• Pegasystems announced its integration of co-browsing capabilities into its CRM platform, enabling businesses to provide more seamless and unified customer experiences. The integration supports collaboration between agents and customers, making it easier to resolve issues in real time.

• eGain launched a cloud-based co-browsing solution specifically designed for the banking and financial services sector. The platform includes advanced security features to protect sensitive customer information, ensuring compliance with industry regulations.

• Surfly recently launched an enhanced version of its co-browsing platform, integrating AI-driven features to provide more personalized customer support. The addition of real-time translation capabilities has also broadened its global appeal, allowing businesses to engage with customers in multiple languages.

REPORT COVERAGE of Co-Browsing Software Market

This report provides a comprehensive analysis of the global co-browsing software market, covering key market trends, growth drivers, challenges, and opportunities. It includes detailed segmentation based on deployment type, application, and end-user industries, offering valuable insights into the various factors influencing market growth. The report also examines regional dynamics, providing a deep dive into the market outlook across North America, Europe, Asia-Pacific, and the Middle East & Africa.

The report also covers market trends, such as the growing adoption of AI and machine learning in co-browsing platforms, the shift to cloud-based solutions, and the integration of co-browsing with omnichannel customer support platforms. These developments are shaping the future of customer service and support, making it essential for businesses to adopt co-browsing technology to stay competitive in the evolving market landscape.

NEW PRODUCTS

The co-browsing software market has witnessed several new product launches aimed at improving customer support, streamlining communication, and providing enhanced features for businesses. As demand for more interactive and personalized customer service increases, companies are introducing innovative solutions to meet these needs.

1. Surfly’s Enhanced Co-Browsing Platform: Surfly recently launched an upgraded version of its co-browsing software, which now includes integrated AI-driven features. These features allow businesses to provide more personalized support, such as predictive assistance and real-time recommendations based on customer behavior. Surfly's new platform also offers real-time language translation, allowing businesses to engage with customers across different languages, improving accessibility and customer satisfaction in global markets.

2. TeamViewer's Upscope Integration: After acquiring Upscope, TeamViewer introduced new co-browsing functionalities, adding collaborative tools such as screen sharing, remote assistance, and real-time document editing. The integration of these features allows businesses to deliver more comprehensive customer support and resolve issues faster by enabling agents to work together on the same webpage or document.

3. Vizolution’s Co-Browsing and Digital Signature Solution: Vizolution launched a combined co-browsing and digital signature solution, which allows businesses to guide customers through the entire process of signing documents and completing transactions online. This feature is particularly beneficial in industries like insurance and finance, where customers frequently need assistance with contract signing and form submissions.

4. Glance’s Analytics-Enhanced Co-Browsing Solution: Glance introduced a new analytics suite integrated into its co-browsing platform. This tool provides businesses with real-time insights into customer interactions, such as browsing patterns, time spent on each page, and success rates in resolving issues. These insights enable businesses to optimize their support workflows and enhance customer experience by identifying areas for improvement.

5. eGain’s Secure Co-Browsing for Banking: eGain launched a specialized version of its co-browsing platform designed for the banking sector. The new product includes enhanced security features, such as end-to-end encryption, to protect sensitive financial data during customer interactions. This solution helps financial institutions meet regulatory compliance while providing efficient and secure support for customers.