Collaboration for mobile devices

Bring instant human collaboration to smartphones and tablets

Let representatives and customers connect and work together while on the move or in the field, whether in-app, in a mobile browser, or through the customer’s device camera. With Glance's mobile Guided CX capabilities, your human experts can guide issue resolution, consult on transactions, offer expertise and advice, give virtual training and onboarding, and more.

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Fortune 500 enterprises trust Glance’s collaboration technology

The world’s largest and most security-conscious enterprises trust Glance to power their human-focused CX strategies. This includes adding cobrowse, screen sharing, and video to their mobile apps and mobile-friendly websites and using mobile cameras to live stream for additional context.

In-app collaboration with Glance’s Mobile SDK

Representatives can join customers in your Android or iOS mobile apps to help guide and advise them right in their moment of need with mobile cobrowsing. Share mobile app screens, browse embedded content (such as webpages or PDFS), and gesture and highlight on the screen to help guide the conversation. You can mask sensitive information or entire screens from the representative's view, supporting customer privacy and compliance initiatives. You can also add live video during the collaboration for a more personal, real-human-guaranteed experience.

Glance offers an out-of-the-box implementation of our mobile SDK with a default UI that can be copied and customized to match your branding requirements. To learn more and access GitLab links, visit our Mobile SDK documentation.

Join customers in mobile browser apps

Regardless of device type or browser app, you can engage customers in a Glance Guided CX collaborative session from your mobile-friendly websites or portals. Cobrowse webpages, highlight and gesture to draw attention, and scroll the page on behalf of the customer to guide the conversation. If additional help is needed, representatives can request the customer allow them to assist remotely to help fill in forms or take limited control of the page. You can invite other guests to join the collaborative session and use video if desired. Sensitive data, fields, elements, or even pages can be masked or redacted from the representative's view to protect the customer’s privacy.

Ask customers to live stream their mobile camera

Invite customers to live stream their mobile device camera for ID verification, claims processing, equipment troubleshooting, installation guidance, and more, turning smartphones into sales and service accelerators. Mobile camera sharing is initiated with a click of a button from within the representative’s workspace, sending a hyperlink via SMS to the customer’s or field technician’s mobile device. Once accepted, the mobile device user can stream their camera feed, rotate the camera, and use the flashlight to illuminate hard-to-see items or spaces. No app or download is required.

Easy for everyone, works everywhere

Representatives can start human-guided digital engagements with customers from any CRM, CCaaS, ITSM, FSM, or custom desktop system. Glance leverages the tools, processes, and communication channels you already have in place, including routing and escalations, making adding collaboration to your interactions easy. Customers can use any browser or device without exchanging a session key to join a collaboration. It’s that seamless – Glance helps you create a consistent customer experience across your digital properties, engagement channels, business units, departments, or even strategic partners.

Fully customizable to your enterprise

Chances are high that you’ve actually experienced Glance and didn’t know it. Why? Because most of our enterprise customers configure our Guided CX capabilities to match their brand, design elements, UI, and UX. Our APIs and SDKs are often leveraged to embed Glance, making it an invisible differentiator in their human-based digital experiences. Glance is architected to allow you to easily customize it or work with our ready-made, “out-of-the-box” components.

Take advantage of intelligent connection with rules-based human engagement

Give your experts one less decision to make and improve your business efficiency. You can proactively start Glance Guided CX sessions when conditions are right by leveraging business intelligence, routing rules, AI signals, or even customer preferences. Not ready for that level of automation? That’s okay. You can still leverage our detection capabilities and signal for a representative to start Glance with just one click from within their workspace at their discretion.

The only enterprise-grade, portable collaboration solution

Changing CRM, CCaaS, ITSM, or FSM providers? Separating the workspace (desktop) from other best-of-breed functionality? Have disparate or homegrown systems across multiple lines of businesses or sister companies? No problem. You can leverage Glance across any tech stack with our quick-start integration options or API and SDK libraries. Glance works exactly the same no matter where the interaction starts from, ensuring employees and customers have a consistent experience regardless of the underlying tech.

Need security and scale? We've got you covered.

Glance supports stringent data privacy and security standards, maintains annual compliance with ISO/IEC 27001 and SOC 2 Type 2, and is verified by our Fortune 500 customers in Financial Services, Banking, Insurance, and more. Our Guided CX platform, which includes our mobile collaboration capabilities, is proven to scale without a decrease in quality during business-critical seasons such as holiday shopping, open enrollment, and U.S. tax filing. Visit our Trust Center for more information.

Proveable business impact with data the way you want it

Our easy-to-access APIs let you export Glance data into your BI or reporting tools to analyze Glance's ROI. Additionally, integrating Glance within your CRM, CCaaS, ITSM, FSM, or custom systems allows you to combine interaction data with business data, enabling deeper and more meaningful business analysis to help you understand Glance's revenue impact and value-based operational efficiencies.

Frequently Asked Questions

Does Glance's mobile collaboration require customers to download an app?

No, Glance's mobile collaboration capabilities are designed to work without requiring customers to download any app. For mobile browser sessions, customers can join a Guided CX collaborative session directly from any mobile-friendly website or portal using their existing browser. The mobile camera sharing feature is also download-free: representatives send a hyperlink via SMS, and once accepted, customers can stream their camera feed immediately. For in-app collaboration using Glance's Mobile SDK, the functionality is embedded within your existing Android or iOS app, so customers already using your app gain access to cobrowsing and screen sharing without additional downloads.

What specific use cases benefit most from mobile camera sharing?

Mobile camera sharing is particularly effective for scenarios requiring visual verification or remote visual guidance. Common use cases include ID verification for financial services onboarding, insurance claims processing where adjusters need to see damage remotely, equipment troubleshooting for technical support teams, and installation guidance for field service operations. The feature transforms customer smartphones into visual collaboration tools, allowing representatives to see exactly what customers see in real time. Customers can rotate their camera, use the device flashlight for hard-to-see areas, and stream video directly to the representative's workspace, accelerating resolution times for issues that would otherwise require in-person visits or lengthy verbal descriptions.

How does Glance handle sensitive information during mobile cobrowsing sessions?

Glance provides robust data masking capabilities to protect sensitive information during mobile collaboration. Representatives can be prevented from viewing specific fields, elements, or entire screens containing confidential data such as Social Security numbers, account balances, or personal health information. This masking applies to both in-app cobrowsing via the Mobile SDK and mobile browser sessions. The data remains visible only to the customer on their device while appearing redacted or hidden in the representative's view. These privacy controls support compliance initiatives for industries with strict regulatory requirements, including financial services, healthcare, and insurance, where protecting customer data during remote assistance is essential.

Can Glance mobile sessions include video alongside cobrowsing?

Yes, Glance allows representatives to add live video to mobile collaboration sessions for a more personal experience. During in-app cobrowsing sessions using the Mobile SDK, video can be layered on top of the screen sharing functionality, enabling face-to-face interaction while simultaneously guiding customers through app screens. This combination is valuable for consultative scenarios like financial advising, complex onboarding processes, or situations where building trust and rapport matters. The video capability provides what Glance describes as a "real-human-guaranteed experience," differentiating guided sessions from purely automated support interactions and helping representatives establish stronger connections with customers during mobile engagements.

How do businesses measure the ROI of implementing Glance mobile solutions?

Glance provides APIs that export session data into existing business intelligence or reporting tools, allowing organizations to analyze ROI within their established analytics frameworks. By integrating Glance with CRM, CCaaS, ITSM, or FSM systems, businesses can correlate interaction data with outcomes like conversion rates, resolution times, and customer satisfaction scores. A Forrester Total Economic Impact study commissioned by Glance provides documented examples of business value, examining revenue impact and operational efficiencies achieved by enterprise customers. Metrics commonly tracked include time-to-resolution improvements, first-contact resolution rates, and reduced escalations or site visits, particularly for scenarios where mobile camera sharing eliminates the need for in-person service calls.