Most of us live, work, shop, and get help on our mobile devices. But when customers reach out for support on their phones, the experience can feel clunky: toggling between apps, repeating themselves, or struggling to explain what’s on their screen.

The mobile experience gap

Customers today expect support to be as seamless and intuitive as the apps they’re using. But when they hit a roadblock — like a confusing insurance form or a failed payment — being redirected to a call center or desktop-only solution creates frustration.

According to Salesforce, 82% of customers use mobile apps to communicate with companies, yet only 51% of service teams are equipped with mobile tools to meet them there.

This gap creates friction. And friction leads to churn.

But it’s also a huge opportunity.

By integrating mobile collaboration and remote assistance into your CX strategy, you can improve resolution times, elevate digital experiences, and build stronger customer loyalty.

What is mobile collaboration?

Mobile collaboration brings your support agents and customers together through shared digital experiences on a mobile device. That might include:

• Screen sharing on mobile to walk a customer through a tricky app feature
• Co-browsing to guide a customer step-by-step through a form
• Video support with a live agent to troubleshoot or provide guidance

Mobile collaboration can help solve problems faster, create smoother digital experiences, and make your support feel more human — even from afar. This is especially true when providing remote assistance.

Remote assistance in action

Remote assistance takes collaboration to the next level. It gives representatives, agents, and experts the ability to see what the customer sees, and even guide them through the problem — without being physically there.

Here are just a few ways remote assistance is being used across industries:

• Appliance repair: A technician can walk a customer through troubleshooting steps over video, identifying potential issues or needed replacement parts (no truck roll required).
• Software support: Agents can view the customer’s screen in real time, pinpoint glitches, and guide the user to a fix in minutes.
• Home improvement: A customer can scan a room with their phone, receive measurements, and get an accurate flooring quote right from their living room.
• Warranty support: Instead of mailing in a product or scheduling a visit, customers can show the issue via video so agents can visually confirm damage and approve coverage instantly.

This type of visual, guided support creates smoother experiences and avoids unnecessary delays. It’s fast. It’s human. And it works.

How Glance powers mobile collaboration and remote assistance

Glance makes it easy for support teams to meet customers right where they are—on mobile. Whether the customer is using an app, a mobile browser, or even their device camera, Glance enables instant, human-to-human connection.

Here’s how it works:

In-app collaboration

With Glance’s mobile SDK, agents can join customers inside your iOS or Android app to provide real-time support. They can cobrowse app screens, highlight key areas, scroll through embedded content, and even add video for a more personal touch. Sensitive information is masked automatically to maintain privacy and compliance.

Mobile browser support

No app? No problem. Glance enables co-browsing in mobile-friendly websites and portals. Representatives can scroll pages, highlight fields, and even offer limited control to help customers complete forms right from the browser.

Camera share for remote assistance

Sometimes the fastest way to help is by seeing the issue. With Glance, agents can invite customers or technicians to live stream their mobile device camera. This is perfect for things like ID verification, claims processing, installation help, or equipment troubleshooting. Customers just tap a link in a text message — no app required — and agents get a live view of the problem.

Whether you're supporting a shopper on the go, a patient in a healthcare app, or a homeowner troubleshooting a connected device, Glance turns smartphones into powerful support tools.

Why more companies are embracing mobile collaboration

Here’s what Glance-powered mobile collaboration and remote assistance delivers:

Faster resolutions

Agents can instantly identify and solve issues by seeing the screen in real time.

Happier customers

Human support, delivered visually and contextually, feels personal — even on mobile.

Lower abandonment

Customers stay in the app and stay engaged, reducing drop-offs during critical tasks.

Increased trust

Seeing a real person ready to help creates confidence, especially in high-stakes industries like healthcare and finance.

Customers today expect convenience and speed. If help isn’t easy to find, they’ll move on. Mobile collaboration solves that by letting agents step into the customer’s world, see what they see, and provide help in the moment.

What it means for your CX team

As customer expectations grow, mobile collaboration tools are becoming more essential. They allow your team to:

• Be more agile and responsive
• Provide smarter, more contextual help
• Expand your remote service offerings
• Deliver support that feels effortless, not frustrating

Embrace mobile collaboration now

Mobile collaboration is key to meeting customers where they are, solving problems faster, and creating the kind of experience that builds loyalty.

Bottom line: If your team isn’t ready to support customers on mobile, you’re not just behind, you’re missing out.

Learn more and request a demo at Glance.cx, and make your mobile CX smarter, faster, and more human.