The next era of customer support: mobile-first and cobrowsing-ready

When you have a question, where do you turn? Most likely, your phone. Mobile has become the first stop for customer support: 82% of customers use mobile apps for communicating with a company. Whether troubleshooting an issue, making a purchase, or asking a quick question, customers expect seamless support from the palm of their hand.

But there’s a problem.

Traditional support methods — long text threads and email chains, confusing FAQs, and even chatbots — often don’t cut it when customers are trying to solve complex issues on a mobile app or website. That’s where mobile cobrowsing comes in.

Cobrowsing: the secret to effortless mobile support

If you haven’t already integrated cobrowsing into your mobile support strategy, now’s the time. 

Here’s why:

• Customers love it. A top U.S. bank achieved a 97% customer satisfaction using cobrowsing.
• It eliminates friction. Instead of asking customers to describe their issue, support agents can instantly see exactly what’s happening on their screen (with full security and privacy).
• It’s a game-changer for mobile. Cobrowsing works seamlessly within mobile apps and websites, allowing agents to guide customers in real time — without downloads, screen shares, or extra steps.

What is in-app mobile cobrowsing?

In-app collaboration with Glance’s Mobile SDK elevates customer support by enabling representatives to join customers directly within mobile apps in real time. Instead of relying on text or voice descriptions, support teams can see what the customer sees and provide guidance using visual cues, gestures, and even live video. With Glance’s Mobile SDK, teams can seamlessly assist users inside their own Android or iOS apps by:

• Seeing exactly where the customer is stuck
• Browsing embedded content like webpages and PDFs
• Highlighting and gesturing to draw attention to key areas
• Masking sensitive data to ensure privacy and compliance
• Adding live video for a human, face-to-face experience

Glance’s Mobile SDK also offers an out-of-the-box implementation, allowing companies to customize the experience to match their branding. For developers, easy access to GitLab documentation and sample apps will help them jump start their integration and customization process. 

How cobrowsing elevates mobile customer support

Imagine a customer struggling to complete a mobile checkout. They open a chat, and instead of a drawn-out conversation, the agent initiates a cobrowse session. In seconds, they’re guiding the customer through the process, highlighting buttons, filling in forms, and ensuring a smooth transaction - all within the app.

Now apply this to financial services, healthcare, e-commerce, or any industry where secure, real-time visual engagement makes all the difference.

Ready to take your mobile support to the next level?

The shift to mobile-first customer service isn’t coming; it’s already here. And brands that fail to provide seamless, real-time mobile support risk frustrating customers and losing loyalty.

With mobile cobrowsing, you can turn mobile devices into powerful service tools, reducing frustration, boosting satisfaction, and keeping customers coming back.

It’s 2025—are you meeting your customers where they are? 

Learn how Glance Mobile Cobrowse brings instant human collaboration to smartphones and tablets at glance.cx. And if you’re ready to fully explore Glance’s mobile SDK for your mobile app, sign up for a free, 14-day Glance mobile developer account.