Uncubed

National Edition |

Come Browse with Me

Imagine if she lived inside your computer. Co-browsing is like that.

Meet the businesses changing customer support

Even the best customer service efforts in the web age often devolve into little more than confusing instructions relayed via email and endless misunderstandings on the phone. The solution? Co-browsing. (Or part of the answer anyway.)

Co-browsing is a fancy term for secure, browser-only screensharing for customer service and tech support applications.

As a result of its success, companies working on the tech have become hot targets for acquisitions as of late. We figured it was worth a rundown of some of the biggest players in co-browsing.

The BFG

Amazon’s never been shy about technological innovation, and the Mayday button, their live video help for Kindle Fire owners, is perfect evidence. Developed entirely in-house and released to much fanfare, this free service makes you feel like a customer service rep is standing right next to you (for better or for worse). We suspect the release of Mayday may have inspired the acquisition wave.

Dorm Room Developers

The brainchild of recent UPenn grads Dan Shipper and Justin Meltzer, Firefly relies on inserting a simple piece of JavaScript that allows a browser page to be viewed by a customer service rep. After building a business for two years and snagging partnerships with clients like Olark, Firefly was acquired by enterprise solution software giants Pegasystems in June.

Cloud Fix

A veritable portfolio of visual sharing technologies, LiveLOOK’s Co-Browse and Presenter product – which launch co-browsing and screensharing, respectively – made it an attractive buy for Oracle in June this year, helping the software giant to stay competitive in cloud-based software.

In Real Time

Germany-based Synchronite’s data-focused team built out unique features that include off-site co-browsing. Innovative chat platform LivePerson acquired Synchronite in June in a deal that flew under the radar but made for a significant addition to their customer-facing software portfolio.

We have no idea why all of these deals took place in June – perhaps it’s a good month to buy co-browsing startups?

Now go forth (and share the screen).

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