How cobrowse revolutionized customer satisfaction at at top bank

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Can you imagine if your customers were 97% satisfied with their online interactions and were saying things like:

“Very innovative, very user friendly.”

“Cobrowse made me feel secure and safe about making a transaction on the phone. Thank you very much.”

“Cobrowse dramatically reduced the time for completing my lengthy and complicated banking transactions.”

“I felt like I mattered. I was helped to understand where my account was and it helped me with future decisions.”

“Simple and gives peace of mind that [the bank] cares unconditionally.”

Those are real quotes from customers of a major US bank who leverage cobrowsing technology to transform their digital banking experience.

Let’s take a look at what led them down this path and how they leveraged cobrowsing technology to boost satisfaction.

Today’s digital banking customer

Today's digital banking customer is tech-savvy, discerning, and accustomed to seamless experiences across various digital platforms. With the proliferation of smartphones and the rise of online banking, customers expect nothing less than convenience, efficiency, and personalized service at their fingertips. 

Customer satisfaction and user experience have become essential, driving banks to prioritize innovation and technology adoption to stay competitive. However, amidst the digital transformation, banks face numerous challenges in delivering seamless experiences to their customers, such as:

  • Navigating complex legacy systems
  • Ensuring robust cybersecurity measures
  • Balancing innovation with regulatory compliance
  • Meeting the diverse needs and preferences of customers across different demographics
  • Adding empathy to a digital transaction

How cobrowse transforms the digital banking experience

Cobrowse technology revolutionizes the way customers interact with digital banking platforms by allowing support representatives to view and navigate the customer's screen in real-time. Essentially, cobrowse enables a collaborative browsing experience, where both the customer and the representative can see and interact with the same webpage or app screen simultaneously. 

In the context of digital banking, cobrowse technology enhances security, efficiency, and personalized customer support by providing a secure and transparent channel for resolving issues and guiding customers through complex transactions. Unlike traditional support methods that rely on verbal descriptions or written instructions, cobrowse allows representatives to visually identify and address customer concerns directly, leading to faster issue resolution and improved customer satisfaction.

Cobrowse technology in digital banking:

  • Enhances efficiency by streamlining the support process and reducing the need for back-and-forth communication between customers and representatives. With cobrowse, representatives can quickly identify and address customer issues, leading to faster resolution times and a more seamless banking experience. 
  • Enables personalized customer support by allowing representatives to guide customers through transactions and provide tailored assistance based on their individual needs and preferences.
  • Adheres to strict customer privacy and security requirements. Glance has the ability to hide sensitive and personal information from the agent’s view. 

“Our first-time resolution rate has been improved significantly. It doubled or tripled, and we have seen a reduction of escalations.”

Principal product owner, banking

Overall, cobrowse technology empowers banks to deliver a superior customer experience while ensuring security, efficiency, and personalized support in the digital banking landscape.

Top US bank sees 97% satisfaction with cobrowse

Let’s go back to that major US bank with the 97% customer satisfaction rate.

During the COVID-19 pandemic, the transition to digital banking became imperative, leading the bank’s Omnichannel and Online Strategy departments to adopt Glance’s visual engagement tools like cobrowse and screen share. With these tools, in-branch tellers and business banking teams seamlessly assisted customers online, particularly with applications for Payroll Protection Program (PPP) government loans. The addition of Glance Agent Video allowed customers to see live video streams of staff members aiding them in digital transactions, enhancing the online banking experience.

Bankers and service representatives could launch Glance Cobrowse sessions instantly, guiding customer navigation in real-time. This high-touch "do it with me" approach using cobrowse and screen share facilitated real-time assistance for retail customers and small businesses, contributing significantly to their PPP strategy, which provided over seven billion dollars in loans.

This was incredibly powerful at a time when banking customers were overwhelmed and facing uncertainty. Not only did they receive personalized support, but the addition of video allowed them to personally connect with their banker, giving them more confidence and assurance. 

Read the case study here.

The bottom line is that the most important transactions are between humans. Step up your banking with the human touch — learn more about Glance for financial services at

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