When’s the last time you felt genuinely cared for by customer support?

If you're thinking too hard, you're not alone. Many of us have come to expect frustrating, impersonal experiences when we need help—endless phone trees, unhelpful chatbots, or agents who seem just as lost as we are.

But it doesn’t have to be this way.

At its core, customer support should feel like someone has your back. Like you're not alone in figuring out the issue. Like you matter. That’s where Guided Customer Experience (Guided CX) comes in—and it’s changing customer service.

What is Guided CX, exactly?

Guided CX combines the power of real-time visual tools—like screen sharing, cobrowsing, and live video—with the warmth of a human interaction. It lets customer support teams literally see what the customer sees, walk them through solutions step-by-step, and solve problems faster together.

Think of it as customer support that says, “Here, let me show you,” instead of just tossing instructions your way.

Why the human connection matters

Sure, automation can speed things up. And AI can handle a lot. But when things get confusing, emotional, or high-stakes, people want to connect with another person—someone who listens, understands, and helps in real time.

Guided CX enables that connection in the digital world. Here’s what it makes possible:

• Less friction, more clarity. No more “Can you describe what you see on your screen?” Support agents can jump right into your view and guide you through it.
• Empathy in action. When agents can see the problem firsthand, they can respond faster, fix it more effectively, and connect on a human level.
• Trust that lasts. Customers remember when support feels personal. Those moments build loyalty—and turn users into advocates.

Real help. Real people. Real results.

Companies that implement Guided CX aren’t just making customers happy—they’re seeing serious impact:

• Higher first-call resolution

• Faster support times

• More confident agents

• Sky-high customer satisfaction

An independent study found that Glance's Guided Customer Experience (CX) solutions helped organizations achieve a 394% ROI for Glance Guided CX over a three-year period.

It’s a win all around!

The future of CX is human + tech

Guided CX isn’t about replacing people with technology—it’s about using technology to support people. When done right, it brings out the best in both. It’s all about  finding the right balance with technology and human touch for the best customer experience. 

Customers get the clarity and comfort they need. Agents feel empowered to actually help. And brands get to deliver the kind of support that sets them apart.

Want to see how your organization stacks up? Download our free resource: AI + human maturity model for customer experience.

Support that feels supportive

At the end of the day, great customer support isn’t just about solving problems—it’s about showing people you care.

And Guided CX? It’s helping more companies do just that.

Ready to bring the human connection back to customer experience? Learn more and request a demo at Glance.cx.