Have you ever tried to fill out a form online and got stuck?
Maybe you couldn’t find the right button. Maybe the page kept refreshing. Or maybe the instructions just didn’t make sense.
Now imagine trying to explain that problem to a customer support agent over the phone or chat. It can take a long time. It can also feel frustrating for both sides.
This is where cobrowsing can help.
What is cobrowsing?
Cobrowsing is a tool that lets a support agent see your screen in real time. They can guide you step by step while you stay on your own device.
It isn’t like screen sharing where you give up control. You stay in charge. The agent simply shows you where to click, what to type, and how to move forward.
Think of it like someone sitting next to you and pointing things out, but it all happens online.
Why complex online tasks are hard for customers
Some things online are simple, like clicking a link or buying one item is easy.
But other tasks are more complicated. These might include:
- Filling out long applications
- Setting up a new account
- Uploading documents
- Fixing an error message
- Choosing the right options for something important, like in financial services
When tasks get complex, customers have to think harder. They may feel unsure or worried about making a mistake.
This is called customer effort. The more effort it takes, the more likely someone is to give up.
How cobrowsing lowers customer effort
Cobrowsing helps by removing guesswork.
Instead of trying to explain a problem with words alone, the agent can see exactly what the customer sees. This makes help faster and clearer.
Here are a few ways it helps:
1. Faster problem solving
The agent can spot the issue right away. There’s no need for long back and forth messages.
2. Clear step by step guidance
Customers don’t have to figure things out on their own. The agent can guide them through each step.
3. Fewer mistakes
When someone is unsure, they may click the wrong thing. Cobrowsing helps prevent that.
4. Less stress
When help feels easy, customers feel more confident and calm.
Real-world example: loan application
Let’s say someone is applying for a loan online.
They get stuck on a page asking for documents. They’re not sure what to upload or where to click.
Without cobrowsing, they might call support and try to explain the problem. It could take several minutes just to describe what they see.
With cobrowsing, the agent can join the session, highlight the correct button, and guide them through uploading the file. The whole process becomes simple and quick.
Why this matters for businesses
When customers have to work too hard, they get frustrated. Some will leave and not come back.
Cobrowsing helps businesses:
- Save time on support calls - an independent report found that Glance Guided CX reduced average handle time (AHT) by 20%
- Solve issues faster
- Keep customers from giving up
- Build trust with better help
When customers feel supported, they’re more likely to finish what they started.
Complex tasks are part of many customer journeys. But they don’t have to feel hard.
Cobrowsing turns confusing moments into guided ones. It helps customers get what they need without stress.
And when things feel easier, everyone wins.
Frequently Asked Questions
Cobrowsing is a tool that lets a support agent see a customer’s screen in real time. The agent can guide the customer step by step without taking control of their device.
Cobrowsing removes guesswork. Instead of long explanations, the agent can see the issue right away and guide the customer clearly. This makes tasks faster and easier.
No. With screen sharing, someone may take control or see everything on your screen. Cobrowsing is more focused. It only shows what is needed, like a browser window, and the customer stays in control.
Yes. Glance’s cobrowsing solution is designed with privacy in mind. Sensitive information like passwords and payment details can be hidden or blocked from view.
Many industries use cobrowsing, including banking, healthcare, insurance, and ecommerce. It’s helpful anywhere customers need help with complex online tasks.
Cobrowsing works best for complex interactions like filling out forms, onboarding new users, troubleshooting issues, or completing applications.
Yes. It makes support faster, clearer, and less stressful. Customers feel more confident when they get real time help.
In many cases, yes. Since agents can see the problem right away, they can solve it faster without long back and forth conversations
Not with Glance. Glance requires no download and works right in a web browser, so customers can start a session with just a click.
Agents can guide customers through each step, show where to click, and help avoid errors. This makes it easier to complete forms correctly the first time.
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