In digital banking, customers are only a few clicks away from either completing an application or abandoning it entirely. Whether they are applying for a loan, opening a new account, or navigating documents full of compliance requirements, the stakes are high. Every step needs to feel simple, secure, and supported.
That is exactly where cobrowsing becomes a quiet game changer.
Cobrowsing lets bank representatives see what the customer sees in real time. It turns complex digital moments into guided experiences, and it prevents drop off during the moments that matter most.
High stakes mean high friction
Financial services have some of the most sensitive and demanding online processes. Customers often struggle with:
- Dense application forms
- Identity verification steps
- Disclosures packed with legal terminology
- Document uploads and e-signature flows
- Payment or funding instructions
All of these steps can stall a customer. When they hit a confusing screen or error message, they often close the tab and try again later. Many never come back.
- 48% of consumers encounter friction when they try to open a checking or savings account digitally
- 48% of consumers who experienced digital friction took their business to a competitor.
- 68% of consumers abandoned their online applications for financial services.
But when a bank can offer guided, on-screen help at that exact moment, completion rates look very different.
How cobrowsing reduces drop off in digital banking
The good news is that there’s opportunity for digital banks to step up to the plate. A recent report found that the lack of connection in digital interactions is pushing customers to seek more personal banking experiences - and those who deliver will stand out against the competition.
1. Instant clarity during complex forms
Instead of describing a confusing question over chat or phone, a representative can jump into a cobrowsing session and guide the customer step by step. This reduces friction for mortgage applications, personal loan requests, credit card onboarding, and identity verification flows.
2. Compliance with confidence
Financial institutions need to ensure customers understand what they are seeing and signing. Cobrowsing allows a representative to walk through disclosures, highlight key areas, and answer questions without ever taking control of the customer’s device. The customer stays in control the entire time, which supports compliance and builds trust.
3. Better accessibility for every customer
Cobrowsing makes digital banking feel more personal. Customers who struggle with technology, or who simply prefer human support during important decisions, do not have to navigate alone. They get help without needing to repeat themselves or explain what is on their screen.
4. Higher completion rates
When customers feel supported, they finish what they start. Cobrowsing removes the uncertainty that often leads to abandonment and turns high stakes moments into successful conversions.
How leading financial brands use cobrowsing
Real companies using Glance are seeing theimpact of guided digital support.
SoFi provides 12X faster service
SoFi uses Glance to help members navigate lending and banking processes without frustration, including:
- Completing loan applications
- Troubleshooting technical issues
- Assisting with profile management
Cobrowsing has helped SoFi reduce customer effort and keep users engaged all the way through.
Axos Bank sees higher returns for CSAT and digital transactions
With Glance, Axos bankers can see exactly what an account holder sees on their screen as they navigate the online banking app. Agents can guide customers through a number of transactions, including bill payments, fund transfers, and the completion of applications for bank products like mortgages and personal loans. The result is stronger customer satisfaction, faster resolutions, and smoother onboarding.
Large bank builds customer confidence with cobrowsing
A top U.S. Bank uses Glance to bring human guidance directly into its digital channels, helping customers complete important banking tasks without confusion or frustration. With cobrowsing, employees can see exactly what customers see and walk them through complex steps like account openings, loan applications, and mobile banking features. The result is a smoother digital experience, faster resolutions, and stronger customer confidence during the moments that matter most.
Read the full case study here.
Across these financial institutions, the pattern is clear. When customers can see exactly what to do in the moment they need help, conversion rates increase and trust deepens.
Cobrowsing is becoming a must have for digital banking
Banks and fintechs spend millions optimizing their digital journeys. They streamline forms, test conversion buttons, and redesign onboarding flows. But without real time human support at the moments that matter, small points of friction still lead to big losses.
Cobrowsing closes that last mile gap. It creates a shared space where questions are answered instantly,confusion drops, and customers feel cared for even in highly regulated, high stakes situations.
In other words, when every click counts, cobrowsing helps you save the ones you would have lost.
Want to learn how cobrowse can increase completion rate and reduce abandonment?
Schedule a demo with the Glance team to explore how guided digital experiences can transform your customer journey.
