Cobrowse
End-to-end Connected Customer Support
Founded in 2018, Cobrowse is a contact center technology company that helps customer service agents navigate digital platforms with customers in real time. Its co-browsing involves real-time session management, privacy protection, and seamless integration with tools like Salesforce and Zendesk.
Cobrowse supports over 50 integrations and operates in more than 40 countries, boasting an impressive 4.9-star average rating. Furthermore, what sets Cobrowse apart is its people-first approach, including privacy-driven features such as enterprise data redaction, making it a reliable choice for enterprise clients in regulated industries.
When Capicua began working, the Cobrowse customer service web app had grown in capability faster than its experience had kept pace. Surfacing its large number of highly relevant variables for agents without overwhelming interfaces was a genuine UX challenge.
As Cobrowse moved toward a more enterprise-focused positioning, the branding needed to evolve as well. An enterprise-level value proposition required a visual and messaging identity able to communicate scale, trustworthiness, and sophistication.
The scope was to redesign the web app UX, execute a full enterprise rebrand, and produce the full range of collateral required for enterprise sales cycles, such as landing pages, marketing materials, and case study templates.
Capicua began with the webapp, working with Cobrowse's Product and Marketing teams to redesign the agent-facing UX end-to-end. We mapped the full session management workflow and identified where agents were losing context or time. We rebuilt the interface with React to surface the right information at the right moment, clearly and without friction.
The rebrand required deep user and market research, followed by a careful definition of the key attributes we wanted Cobrowse to communicate at the enterprise level. The core concept was connection: Cobrowse as a transformative solution that bridges clients, agents, and companies through shared digital experience.
Every visual and messaging decision was made in service of that idea. The final deliverable was a complete ecosystem (web app, landing pages, marketing materials, and case study templates), all expressing a unified enterprise identity.
Throughout the process, Capicua's collaborative approach ensured that every stakeholder's voice shaped the outcome, resulting in a brand and product that the Cobrowse team felt genuine ownership over.
- Redesign: End-to-end UX redesign of the agent-facing web application.
- Rebrand: Full enterprise rebrand with deep user and market research foundation.
- Performance: React-powered web app built for performance and maintainability.
- Structure: Landing pages, marketing materials, and case study templates.
- Collaboration: Collaborative process ensuring full stakeholder alignment throughout.
Capicua delivered a platform and brand that matched the scale of its enterprise ambitions. The web app redesign gave agents a clearer, faster experience while reducing cognitive load and helping them deliver better customer outcomes.
The rebrand successfully repositioned Cobrowse as an enterprise-level solution, communicating the trustworthiness and sophistication that procurement teams at global companies evaluate when selecting contact center technology.
The complete ecosystem gave the sales team the materials to support enterprise deals from first contact through to close. Operating in over 40 countries with clients achieving 70%+ revenue impact on average, Capicua-built experience makes it easier for Cobrowse's agents and clients to understand value from day one.
- Rebrand: Enterprise rebrand aligned with global positioning across 40+ countries.
- Redesign: Web app UX redesign delivering clearer, faster agent experience.
- Ecosystem: Complete collateral ecosystem supporting enterprise sales cycles.
- Rating: 4.9-star user rating maintained through product evolution.
- Impact: Platform enabling 70%+ revenue impact on average for client companies.
Enterprise platforms need to earn trust at every level, from procurement to the on-shift agent. With Shaped Clarity™, Capicua builds the products and brands that make that trust possible. Let's talk.
