Why customers don’t want to share screens – and how cobrowse builds instant trust instead

Why customers don’t want to share screens

Picture this: You’re on a support call, and the agent says, “Can you share your screen?” Suddenly, you hesitate. You start minimizing tabs, closing documents, and double-checking what’s visible. Even if you trust the brand, the idea of letting someone see everything feels invasive.

That feeling? It’s privacy perception, and it matters more than ever.

Customers today are digitally savvy. They understand the value of their personal data, and they expect brands to respect it. So when a company asks them to share their full screen, it triggers a moment of doubt. “What can they see? What can they control? Could they accidentally access something private?”

That hesitation can quickly erode trust, even if the intent is purely to help.

Traditional screen sharing vs. cobrowsing

Let’s be honest. Screen sharing was built for collaboration between coworkers, not customer interactions. It gives total access: your entire screen, notifications, open apps, the works. That’s fine for internal meetings, but not ideal for sensitive customer moments like opening an account, completing a form, or making a purchase.

Glance Cobrowse flips that dynamic. Instead of the agent seeing your screen, both parties share a single secure browser view. The customer controls what’s visible, and the agent can only interact within that session - no personal apps, no unrelated tabs, no surprises.

In other words, cobrowse is built for trust-first engagement.

Why privacy perception shapes customer experience

Privacy perception isn’t just a technical concern. It’s emotional.

When customers feel exposed, they withdraw. They click out of chats, abandon carts, and skip service altogether. But when they feel safe and supported, they stay engaged.

Cobrowsing combines human empathy with digital assurance. Agents can guide customers step-by-step through forms, troubleshoot complex issues, or walk through account settings without ever asking them to surrender control of their screen.

This balance of visibility and privacy creates a powerful moment of confidence. The customer feels guided, not watched.

Trust is the new CX currency

Trust is the foundation of customer behavior, loyalty, and revenue.

• 81% of consumers say trust is a deciding factor in their buying decisions.

• 88% say trust is as much of a purchase consideration as quality and price.

• 40% have stopped buying from a company because their trust was broken.

Privacy isn’t just about compliance. It’s about confidence—and that directly impacts revenue and retention.

The trust advantage of Glance Cobrowse

Here’s how Glance helps companies protect privacy and strengthen trust in every digital interaction:

• Customer control – Customers choose when to start or stop a cobrowse session. Nothing happens without their permission.

• Privacy by design – Sensitive fields like passwords or payment details are automatically masked from the agent’s view.

• No downloads or installs – Everything happens within the existing browser session. No extra software. No risk.

• Visual guidance, not surveillance – Agents can highlight, scroll, and guide, but never take over. The customer remains in the driver’s seat.

The result? Faster resolutions, fewer escalations, and a customer who walks away thinking, “That felt secure. I trust this brand.”

Ready to build trust in every interaction?

Glance Cobrowse helps your team deliver seamless, human-guided digital experiences that feel both personal and private.

When customers feel secure, they stay engaged - and that’s how you turn every interaction into a moment of loyalty.