Ever had to explain a problem over the phone and felt like your support agent was just… not getting it?

You’re not alone.

For many customers, the most frustrating part of a support interaction isn’t the issue itself — it’s the time and effort it takes to get it resolved. Repeating yourself. Navigating clunky instructions. Trying to describe what’s on your screen without the other person seeing it. It’s exhausting.

That’s where cobrowsing comes in.

What is cobrowsing?

Cobrowsing (short for “collaborative browsing”) lets agents see and interact with a customer’s screen — in real time. It’s not just screen sharing. It’s better.

With cobrowsing, agents can:

• View the exact webpage or mobile app screen a customer is on
• Highlight or guide them through actions
• Click and scroll with the customer (with permission)
• Provide hands-on help without taking control of the whole screen

It turns “do it yourself” into “let’s do it together” for a better experience and quicker resolutions. It’s fast, secure, and focused — support exactly where it’s needed.

Why customer effort matters

The easier you make it for someone to get help, the more satisfied they are. In fact, research shows that reducing customer effort is one of the strongest predictors of loyalty:

Gartner found that 96% of customers who had high-effort experiences reported being disloyal, compared to only 9% of customers with low-effort experience.

And when customers struggle — when they have to jump between channels, explain things multiple times, or try to follow confusing steps — they’re more likely to:

• Get frustrated
• Abandon the task
• Call back (again and again)
• Leave for a competitor (yikes)

Lower effort = happier customers. Simple as that.

How cobrowsing reduces effort and boosts efficiency

Here’s how cobrowsing helps both sides of the support equation:

Faster resolution times

Agents don’t have to rely on vague descriptions or back-and-forth emails. They see the issue instantly and can fix it on the spot.

Cobrowsing reduces customer confusion

No more “click the third link from the top” or “what does the screen say now?” Cobrowsing removes guesswork and streamlines guidance.

Higher first-contact resolution

When agents can guide customers directly, they’re more likely to solve the issue in one interaction — no follow-ups needed. Organizations that use Glance see a 90% first-time contact resolution.

Cobrowsing empowers agents

Cobrowsing empowers agents to deliver a smoother experience. When they can see what’s happening, they can help more effectively.

“Glance cuts handle time down at least in half,” SoFi Member Service Representative Sherrie Barnum shared. “It makes my job easier, and the member is happy because they expected to be on the phone for hours but it took just minutes.” (Read the case study.)

Real support, in real time

Cobrowsing isn’t just about efficiency; it’s about empathy. It’s about making customers feel seen, supported, and confident in your service.

When a customer is stuck trying to submit a form, complete a purchase, or navigate your platform, cobrowsing helps you show up — not just with answers, but with guidance.

It’s the kind of digital experience that feels human.

Don't make customers work harder than they have to

Every support interaction is a chance to build trust — or break it. Cobrowsing gives your agents the tools they need to solve problems faster, reduce friction, and deliver an experience that keeps customers coming back.

Because the best support?

It’s not just helpful. It’s effortless.

Want to see cobrowsing in action?

Request a demo to learn how Glance can help your team deliver faster, more human support.