Deliver in-app visual support to users of your mobile app
Give users of your app the support experience they deserve
When users of your mobile app get stuck, Glance Mobile App Sharing can help you deliver in-app visual support. Users of your mobile app who are experiencing difficulty can tap your app’s help icon and invite your support agent to launch a mobile app screen sharing session. Now the agent can view the user’s app screen, speak to the user, gain an immediate understanding of the user’s challenge, highlight navigation elements for the user, explain app functionality, and guide the user to a speedy and complete resolution.
With Glance Mobile App Sharing, you can easily:
Embed visual support functionality into your mobile app via the Glance SDK.
Enable support agents to initiate an in-app sharing session with users of your mobile app.
Immediately understand where users are stuck and guide them to a solution.
Discover what it’s like to deliver a premium visual support experience for users of your mobile app.
A sharing session is launched, enabling the support agent to see the user’s mobile app screen.
Agent connects with the app user
A VOIP call between the user and the agent is launched within the mobile app. Glance Agent Video (optional) can show one-way video of your agent within the app to build empathy and de-escalate emotional engagements.
Guide with gesturing
The support agent can highlight and emphasize app elements to show the user where things are located and how to navigate your app.
The mobile SDK enables you to build and embed Glance Mobile App Sharing functionality directly into your app. Customize to fit your UI and branding requirements.
API Integration into the CRM/ITSM
The Glance API enables you to tightly integrate the sharing functionality into any CRM or call center system used by your support agents. Customize to fit your UI and branding requirements.
Protect customer privacy by masking fields containing personal information from the agent’s view. Sharing sessions are encrypted for security.
High performance cloud-based service
Cloud-based service means no proxies or onsite installs. Glance provides a global solution with local session services.
Intuit TurboTax Customer Care is Powered By Glance
Glance began working with Intuit in 2015 as Intuit was conceiving and launching a suite of new customer care services. These services enable TurboTax users — users of the desktop software, web app, and mobile app — to connect live, in-app, with support agents and tax consultants for software help and tax advice.
Commitment to service and support has been a blockbuster success and brand differentiator for TurboTax:
Higher customer satisfaction and NPS ratings
Higher customer loyalty and lifetime value
Shorter average handle time (AHT)
Higher first call resolution (FCH)
Higher revenue for new paid in-app service products
SmartLook commercials have run during the Super Bowl
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