If you’ve ever ordered something from Amazon or taken a flight with Delta, you’ve experienced what great guidance feels like … often without realizing it. Both brands have mastered the art of anticipating needs, smoothing out friction, and making every interaction feel personal.
From one-click purchasing to real-time flight updates, they’ve set the bar for what we now expect from every digital experience: effortless, informed, and human.
But here’s the catch: most digital experiences still leave customers stranded when things get even a little complicated. That’s where guided customer interactions, powered by tools like Glance Cobrowse, come in.
The Amazon lesson: effortless confidence
Amazon doesn’t just sell products; it sells confidence. You always know where you are in your journey: what’s in your cart, when your package will arrive, and how to get help if something goes wrong. That sense of control builds trust.
Now imagine if your website or app could deliver the same clarity and reassurance in moments that matter most: like onboarding to a new service, completing an insurance claim, or finalizing a loan.
With guided digital experiences, your agents can instantly join customers in-app or online, see exactly what they see (without taking over their screen), and walk them through each step. It’s the same principle Amazon uses to remove friction - only now, it’s human-powered.
The Delta lesson: the human touch at scale
Delta has transformed travel with technology that’s as empathetic as it is efficient. Text updates from your gate agent, in-app rebooking when a flight changes, real-time luggage tracking - each touchpoint anticipates anxiety and turns it into assurance.
That’s what great digital guidance feels like: reassurance at every step.
For brands outside the travel industry, guided assistance replicates this feeling in digital spaces. A customer struggling to understand a billing portal or an application form can get live, visual help instantly - no downloads, no screen sharing, no “can you describe what you see?” frustration.
It’s the same white-glove experience Delta delivers in-person, brought to the digital realm.
White-glove experiences, now online
Customers don’t separate your digital channels from your brand; they are your brand. When something feels complicated, confusing, or impersonal, it’s not “the website’s fault”—it’s the company’s.
Guided assistance tools like Glance Cobrowse and Glance Mobile App Share let your representatives be there with customers in real time. They can walk them through complex tasks, highlight exactly where to click, or explain features as if sitting side-by-side.
Read: Customers don’t ghost brands that guide
This kind of visual engagement transforms support into connection. Customers feel seen, understood, and guided, just like when a store associate or gate agent personally helps them out.
The future of customer experience is guided
Brands like Amazon and Delta didn’t set out to make “digital” experiences. They set out to make human ones. They use technology to remove friction, not empathy.
Glance brings that same philosophy to your digital channels. Whether your customers are shopping, banking, or getting support, cobrowsing and guided interactions give them what they crave most: clarity, confidence, and connection.
Because the future of CX isn’t about replacing people with technology. It’s about using technology to bring people closer together.
Ready to deliver white-glove experiences online?
See how guided digital journeys with Glance Cobrowse turn everyday interactions into moments of trust. Request a demo today.
A guided digital journey allows companies to provide real-time, human-to-human support within a website or app. Instead of sending instructions over chat or phone, an agent can visually guide the customer through the process - creating a smoother, more personalized experience.
Cobrowsing (short for collaborative browsing) is much more secure than screen sharing. It allows agents to see and interact only with the webpage or app in question, not the customer’s entire screen, files, or personal data. Customers remain in full control, and sensitive information is masked.
Because they eliminate frustration. When customers can instantly get visual guidance instead of confusing instructions, they feel understood and supported. That leads to faster resolutions, higher satisfaction scores, and stronger brand loyalty.
Any industry with complex digital transactions can benefit - especially financial services, healthcare, insurance, and SaaS. Whether it’s completing a loan application, filing a claim, or onboarding to a new service, guided experiences ensure customers don’t abandon the process halfway through.
Glance’s Cobrowse and Mobile App Share solutions integrate seamlessly into your digital platforms, allowing your agents to join customers directly in their online journey. They can highlight fields, navigate forms, and provide real-time support - all while maintaining privacy and compliance.
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