If you support customers online, you’ve probably used screen sharing. It’s been the go-to for years.
But customer expectations have changed. People don’t just want to be shown what to do. They want help getting it done, right then and there.
That’s where cobrowsing comes in.
Let’s break down the difference and talk about which one actually improves outcomes.
What is screen sharing?
Screen sharing lets an agent see (and sometimes control) a customer’s screen during a support session.
It’s helpful for:
- Troubleshooting technical issues
- Walking through complex software
- Training or onboarding
But it comes with tradeoffs.
Customers often have to download software, grant full device access, and share their entire screen - including sensitive info. That creates friction. And friction slows everything down.
What is cobrowsing?
Cobrowsing (short for collaborative browsing) lets agents join a customer directly on a website or app.
Instead of seeing the whole screen, agents only see what’s happening in the browser. Sensitive data like passwords and payment details can be masked automatically.
With cobrowsing, agents can:
- Guide users step by step
- Highlight, click, and scroll alongside them
- Help complete tasks in real time
No downloads. No switching tools. Just help, in the moment.
Where screen sharing falls short
Screen sharing still has a place. But it wasn’t built for today’s digital journeys.
Here’s where it struggles:
It adds friction
Requiring downloads or permissions creates drop-off. In fact, reducing customer effort is one of the biggest drivers of loyalty, according to Gartner. Their research shows that low-effort experiences are far more likely to lead to repeat business.
It exposes too much
Customers are often hesitant to share their entire screen, especially when personal or financial information is visible.
It turns support into “watch and tell”
Agents end up explaining steps instead of guiding actions. That slows resolution times and increases frustration.
Why cobrowsing drives better results
Cobrowsing is built for digital customer journeys. And that shows up in the outcomes.
1. Faster resolution times
When agents can guide and act in real time, issues get solved quicker. No back-and-forth instructions. An independent study found that Glance reduced average handle time by 20%.
2. Lower customer effort
Customers don’t have to figure things out on their own. They get help exactly when they need it.
3. Higher conversion rates
Cobrowsing isn’t just for support. It’s powerful in sales too.
In complex digital journeys like financial applications or healthcare enrollment, small points of confusion can cause abandonment. Real-time guidance helps customers complete those journeys.
4. More human digital experiences
Cobrowsing brings a human into the digital moment. Instead of talking around the problem, agents can show and solve together. In our recent survey, nearly 90% of customers show reduced loyalty when human support is eliminated.
So which one should you use?
It’s all about using the right tool for the right moment.
Use screen sharing when:
- You need full device visibility
- You’re troubleshooting outside a browser
- You’re supporting internal teams
Use cobrowsing when:
- Customers are on your website or app
- You want to reduce friction
- You need to guide tasks in real time
- Conversion and experience matter
Screen sharing helps you see the problem. Cobrowsing helps you solve it.
If your goal is faster resolutions, lower effort, and better customer outcomes, cobrowsing is the clear winner.
Frequently Asked Questions
Cobrowsing lets a support agent join a customer inside a specific website or app and guide them in real time. Screen sharing shows the customer’s entire screen and often requires downloads or permissions. Cobrowsing is more focused, faster to start, and more secure for web-based support.
Yes. Cobrowsing typically limits what the agent can see to a single browser tab and can automatically mask sensitive fields like passwords and payment details. Screen sharing can expose everything on a user’s screen, which creates more privacy concerns.
Glance’s cobrowsing solution runs directly in the browser, so customers can start a session instantly - no download required.
Screen sharing is better when you need full device access or are troubleshooting outside of a browser, like desktop software issues or internal IT support.
Cobrowsing reduces effort by letting agents guide customers step by step instead of just giving instructions. This leads to faster resolutions, less frustration, and a smoother overall experience.
Yes. Cobrowsing helps customers complete complex tasks like applications, purchases, or onboarding flows. By removing confusion in the moment, it reduces abandonment and improves conversion rates.
No. While it’s widely used in support, cobrowsing is also valuable for sales, onboarding, and customer success. Any situation where a customer might get stuck in a digital journey is a good use case.
Industries with complex digital experiences see the biggest impact. This includes financial services, healthcare, insurance, telecom, and eCommerce, where customers often need help completing forms or transactions.
