What is Screen Sharing?
Screen sharing is a technology that allows one person to securely view or share another person's screen during a live interaction. In customer service, sales, onboarding, and support environments, screen sharing helps representatives see exactly what customers see, eliminating confusion and speeding up issue resolution.
Instead of relying on customers to describe what they're experiencing, screen sharing creates a shared visual experience where agents can provide real-time guidance.
As customer journeys become increasingly digital, screen sharing has evolved from a helpful support tool into a critical component of modern customer experience strategies.
Why Screen Sharing Matters in Today's Customer Experience
Customers expect fast, frictionless support across digital channels. Yet many support interactions still involve lengthy explanations, repeated troubleshooting steps, and frustrating back-and-forth conversations.
When representatives can see a customer's screen in real time, they can:
- Resolve issues faster
- Reduce customer effort
- Improve communication
- Increase customer confidence
- Deliver more personalized assistance
Screen sharing transforms support interactions from "tell me what's happening" to "show me what's happening."
How Screen Sharing Works
A customer initiates a support interaction through a website, mobile app, customer portal, or contact center.
The representative sends a secure invitation or launches a screen-sharing session directly within the customer journey.
Once connected, the representative can view the customer's screen and guide them through tasks such as:
- Completing applications
- Navigating websites
- Troubleshooting technical issues
- Filling out forms
- Reviewing account information
- Understanding product features
The experience happens in real time, allowing customers and representatives to work together toward a solution.
Benefits of Screen Sharing for Customer Support
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Faster Resolution Times: Visual guidance removes guesswork from customer interactions.
Rather than spending valuable time trying to understand a problem verbally, agents can immediately identify issues and guide customers to the right solution.
Organizations using Guided CX technologies have reported significant reductions in average handle time, helping both customers and support teams achieve better outcomes.
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Improved First Contact Resolution: When representatives can see the issue firsthand, they can often solve it during the initial interaction.
This reduces repeat contacts, improves efficiency, and creates a better customer experience.
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Higher Customer Satisfaction: Customers appreciate personalized, human assistance during important digital interactions.
Whether applying for a mortgage, managing healthcare benefits, or onboarding to a SaaS platform, screen sharing helps create confidence and trust. -
Better Agent Experience: Screen sharing equips representatives with additional context and visibility, reducing frustration and helping them provide more effective support.
Screen Sharing vs. Cobrowse
While screen sharing and cobrowsing are often mentioned together, they serve different purposes.
With screen sharing, the customer shares their screen with the representative.
Benefits include:
- Visibility into desktop applications
- Mobile app support
- Broader troubleshooting capabilities
- Assistance across multiple digital environments
Cobrowse allows representatives and customers to navigate a website together in real time.
Benefits include:
- Shared website navigation
- Guided online experiences
- Form completion assistance
- Website-specific support
Many organizations use both technologies as part of a comprehensive Guided CX strategy.
Security Considerations for Screen Sharing
Security is essential when implementing screen sharing technology.
Organizations should look for solutions that provide:
- Data masking capabilities
- Permission-based access
- Secure session controls
- Audit trails
- Compliance support
- Enterprise-grade encryption
These safeguards help protect sensitive customer information while maintaining trust and regulatory compliance.
Screen Sharing USe Cases Across Industries
Financial institutions use screen sharing to assist with:
- Account opening
- Loan applications
- Digital banking support
- Investment account onboarding
Healthcare organizations use screen sharing to support:
- Member enrollment
- Benefits navigation
- Patient portals
- Claims assistance
Software companies use screen sharing for:
- Product onboarding
- Technical support
- Customer success initiatives
- User training
Retail brands use screen sharing to:
- Guide product selection
- Assist with purchases
- Improve online conversions
- Support high-value transactions
The Future of Screen Sharing and Guided CX
As digital interactions become more complex, businesses are increasingly combining screen sharing with AI-powered customer engagement, predictive support, video assistance, and cobrowsing.
The goal is simple. Provide customers with the right level of human support at the exact moment they need it.
Rather than forcing customers to navigate challenges alone, organizations can create seamless digital journeys supported by knowledgeable experts.
Why Leading Brands Choose Glance Screen Sharing
Leading brands use Glance Screen Sharing to create more effective digital experiences by connecting customers with experts at the exact moment they need help. Instead of relying on lengthy explanations or frustrating back-and-forth conversations, representatives can instantly see what customers see and guide them to a resolution faster.
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Intuit (TurboTax) Personalized Tax Support at Scale
During tax season, customers often need help navigating complex forms and filing requirements. Intuit uses Glance Screen Share to connect customers with tax experts who can see exactly what they're seeing and provide real-time guidance. This approach helped Intuit deliver more personalized support while increasing Net Promoter Score (NPS) by 18%.
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Constant Contact Improving Resolution and Customer Satisfaction
Constant Contact uses Glance to help support agents quickly identify customer issues and provide visual guidance. By reducing confusion and accelerating problem resolution, the company improved both First Call Resolution and Customer Satisfaction scores while creating a more seamless support experience.
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MINDBODY Helping Customers Succeed Faster
MINDBODY uses Glance Screen Sharing to help support teams instantly see what customers see and guide them through the platform in real time. By removing guesswork and providing visual assistance, MINDBODY reduced average handle time, improved customer satisfaction, and helped customers get value from the platform more quickly.
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