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.
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:
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.
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:
Lower effort = happier customers. Simple as that.
Here’s how cobrowsing helps both sides of the support equation:
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.
No more “click the third link from the top” or “what does the screen say now?” Cobrowsing removes guesswork and streamlines guidance.
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 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.)
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.
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.
Request a demo to learn how Glance can help your team deliver faster, more human support.