Today’s customer experiences move fast: powered by automation, AI, and digital tools. But even with all that speed, one thing still matters most: human connection. People don’t just want quick answers; they want to feel understood.
That’s where Glance Cobrowse makes a difference. It helps your digital channels feel more personal, letting agents see exactly what customers see and guide them in real time - securely and seamlessly.
It’s how leading brands balance digital efficiency with genuine empathy.
What exactly is cobrowsing?
Cobrowsing, short for “collaborative browsing,” lets your representative securely view a customer’s web browser during a live support session.
Unlike traditional screen sharing, Glance Cobrowse is designed for privacy. Agents can only see the company’s website or app, not other tabs or personal data.
It’s like sitting side by side with your customer, but digitally. The agent can highlight buttons, scroll through forms, and walk customers step by step through the process - all while explaining it in real time.
Instead of digital deflection, cobrowsing takes your customer on a digital ridealong.
Why empathy still matters in digital CX
AI and automation have made customer service faster and smarter. But when customers are confused, anxious, or frustrated, technology alone isn’t enough.
That’s when empathy matters most.
Empathy transforms a digital transaction into a human experience. It helps customers feel heard and supported, helping brands build the kind of trust that lasts long after the session ends.
Cobrowsing gives your team the power to deliver that empathy at scale without slowing down your digital journey.
How cobrowsing brings empathy to life
1. It eases frustration instantly.
No more “Can you describe what you’re seeing?” or “Click the blue button... no, the other one.” With Glance Cobrowse, your agent can instantly see what the customer sees and guide them visually in real time.
2. It builds trust through transparency.
Customers always stay in control. They can see every click, every highlight, every scroll. Sensitive data is automatically masked for complete security.
3. It creates moments that feel human.
Cobrowsing transforms “online support” into a shared experience. It’s not a faceless chat; it’s a real person helping another person succeed.
4. It empowers your agents.
With full visual context, agents can resolve issues faster, reduce escalations, and bring calm to stressful moments.
When cobrowsing makes the biggest impact
Cobrowsing shines during high-stakes, high-emotion moments when customers need reassurance as much as resolution. This can include:
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Completing online applications or forms
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Navigating financial or insurance portals
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Troubleshooting login or payment issues
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Finalizing a purchase or onboarding flow
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Getting guidance on complex products or documents
These are the moments that matter - and Glance helps your team show up for them.
Empathy meets efficiency
Digital CX shouldn’t feel distant. With Glance, you can deliver seamless online experiences that still feel personal, connected, and kind.
Cobrowsing keeps empathy in the loop … because sometimes the most powerful technology is the one that helps people see each other.
See Glance Cobrowse in action
Want to see how Glance can make your digital experience more human?
Request a demo or explore how leading enterprises use Glance to deliver empathy at scale.
Cobrowsing is more secure and purpose-built for CX. With Glance, agents can only view your company’s website or app - never the customer’s entire desktop or private data.
Yes. Glance follows strict enterprise-grade security standards. Sensitive information like credit card numbers or passwords is automatically hidden from view.
Absolutely. Glance integrates with chat, voice, and video, so agents can talk, see, and guide customers all at once for a fully connected experience.
No. Customers can start a Glance Cobrowse session right from your website or app with one click: no plug-ins or installs required.
Because trust drives loyalty. When customers feel cared for - not just processed - they’re more likely to buy again, stay longer, and recommend your brand to others.
