As digital journeys become more complex and organizations lean heavily into AI and automation, a critical gap has emerged: human connection. Enterprises need tools for real-time customer support agents to step in at critical moments of friction.
Enter Enterprise Cobrowsing—the definitive technology allowing your agents to join customers directly in their digital journey.
Cobrowse (or co-browsing) is a visual engagement technology that allows customer service representatives, sales teams, and technical support agents to see and interact with a customer's web browser or mobile app in real-time.
Unlike legacy support methods that rely on customers explaining their issues blind, enterprise cobrowsing solutions allow agents to instantly see the problem and securely navigate alongside the user to guide them to a resolution.
A frequent question among technical and business buyers is the difference between cobrowsing and screen sharing. While both are visual engagement tools, they operate very differently in an enterprise environment:
Implementing an enterprise cobrowsing solution drives value across the entire organization, addressing the unique pain points of various buying committees:
CX Leaders & Business Buyers (C-Level / VP of CX): For those driving enterprise digital strategy, the primary goals are accelerating digital adoption, driving self-service, and improving overall business results. These leaders care about delivering seamless, high-quality customer service without massive contact center costs, ultimately focusing on customer retention. Cobrowse helps them prove hard ROI and combat the pain point of friction in digital interactions.
Call Center Management: Call center leaders are under constant pressure to implement complex technology while meeting strict KPIs like First Call Resolution (FCR), Average Handle Time (AHT), CSAT, and Net Promoter Score (NPS). Cobrowse directly impacts these metrics by giving agents the visual context needed to solve issues faster, and improving the customers’ resolution speed.
Product Managers & Product Owners: These strategists are focused on keeping the product and technology stack modern and up to date while ensuring that digital properties meet user expectations. They rely on cobrowse to ensure frictionless experiences for internal and external users.
Technical Buyers & Developers (IT / InfoSec): Senior enterprise technologists who architect and integrate complex systems require proven security, enterprise compliance, and concierge-level technical support. Their biggest frustrations involve incompatible third-party solutions and poor vendor documentation. They prioritize cobrowse solutions that offer ease of integration with existing systems, ensuring stability without draining internal resources. Additionally, Support and Developer Managers need tools that reliably solve issues across all digital channels, including desktop and mobile apps.
The "Authenticated Experience Optimizer" in Finance and Insurance
In 2025, Glance specializes in serving financial services enterprises, and the majority of Glance's new customers in this space require implementation within an authenticated site, digital platform, or specialized custom portal.
For finance and insurance enterprises, cobrowse acts as the ultimate "Authenticated Experience Optimizer," driving digital transaction completion.
Here is how top finance and insurance organizations utilize cobrowse within secure portals:
Banks and credit unions use cobrowse to reduce abandonment during complex client onboarding. Associated Bank utilized cobrowse to help users navigate a complex 22-step onboarding process for high-wealth clients on their digital banking platform. Baxter Credit Union (BCU) replaced Glia with Glance cobrowse to resolve friction in member onboarding applications.
Companies like Cenlar use cobrowse within B2B portals to help customers navigate their accounts and self-serve interactions like resetting passwords, retrieving documents, and setting up auto-drafts.
The Andover Companies deployed cobrowse to support the launch of a new broker portal where agents previously could not see the broker's screen. Liberty Mutual integrated cobrowse alongside their custom chat solution within the SafeCo customer account portal to provide seamless live support and task assistance.
Companies like BCU, Constant Contact, and MINDBODY use Glance Cobrowse to deliver real-time, in-the-moment customer support inside their digital experiences. These organizations rely on cobrowse to remove friction, guide users visually, and improve outcomes during critical interactions.
Intuit (TurboTax) used Glance to let tax experts see what customers see and guide them through filing, making support faster and more personal
Constant Contact empowers agents to instantly view and guide customers’ screens, driving higher first-call resolution and customer satisfaction
MINDBODY uses cobrowse to improve product adoption and customer satisfaction by helping users navigate its platform in real time
Glance also supports organizations like Axos Bank, enabling bankers to guide customers through digital transactions like payments, transfers, and applications with no downloads required.
The CX market is shifting away from "AI vs. Human" to “AI + Human collaboration.” While AI answers inquiries faster, 85% of customers say they trust a human who makes a mistake and fixes it over a flawless AI response.
In an AI + Human collaboration, enterprise cobrowse can be triggered by agentic support to seamlessly transfer the customer to a live agent armed with visual context. This human-in-the-loop approach ensures customers are guided rather than rushed, avoiding "automation fatigue" and fostering deep brand trust.
For enterprise buyers, investing in cobrowsing solutions must yield measurable KPI improvements. Moving away from bundled competitors to best-of-breed, secure point solutions drives significant business value.
Key operational impacts include:
Decreased Average Handle Time (AHT): Visual context eliminates the "describe what you see" phase of a support call.
Increased First Call Resolution (FCR): By seeing the exact issue, agents solve the root cause immediately, preventing repeat calls.
Reduced Abandonment: Visual guidance in the middle of a complex application keeps the customer engaged and drives transaction completion.
Revenue Generation: Turning service centers into revenue engines. An independent Forrester TEI study found that Glance Guided CX yielded a 394% ROI.
Q: Is enterprise cobrowsing secure and compliant?
A: Yes. Enterprise cobrowse solutions like Glance are engineered for the strictest enterprise information security standards and maintain compliance with PCI, ISO 27001, HIPAA, and GDPR.
Q: What is the difference between cobrowse and screen share?
A: Cobrowse securely restricts the agent's view to only the company's website or app and can mask sensitive data. Screen share broadcasts the user's entire desktop and often requires downloads.
Q: Can cobrowse integrate with our existing contact center technology?
A: Yes. Leading cobrowse platforms offer integrations and APIs that embed directly into employee workspaces. Supported integrations include Salesforce, Amazon Connect, Microsoft Dynamics, Five9, Genesys Cloud CX, and Twilio Flex.
Q: Do customers have to download an app to start a cobrowse session?
A: No. Enterprise cobrowsing does not require the customer to download any software, enabling frictionless, instant connections.