Helping customers faster, more clearly, and with a more human touch - without leaving the browser.
If you’ve ever tried to explain a technical issue over live chat or phone support, you know how quickly things can go sideways. Describing what’s on your screen, navigating complicated forms, or trying to follow vague instructions – it’s frustrating for customers and agents alike.
That’s why visual engagement tools, like co-browsing, are becoming essential parts of modern customer service. They make online support faster, clearer and more collaborative.
Here’s how they help support teams improve the digital customer journey, and why more businesses are making them a priority for virtual customer assistance.
1. They're Easy to Use - and That Matters
Visual engagement tools only work if people actually use them. So, ease of use is critical – for both your customers and your support team.
Customer engagement software, like co-browsing, for example, lets an agent instantly join a customer on the same webpage, securely and without downloads. With a live web guidance tool like Surfly, agents can scroll, click, and guide the customer in real time – without ever seeing private data or taking full control
This approach reduces confusion, speeds up resolution, and creates a much smoother experience overall.
2. They Drive Real Results
At the end of the day, your support tools need to make a measurable impact. And visual engagement often does.
Companies using co-browsing have seen improvements in areas such as:
- Conversion rates (especially in industries like insurance and finance)
- Cross-selling opportunities
- Compliance with data privacy regulations
Not to mention the operational benefits – like shorter call times, fewer escalations, and more empowered agents. It’s the kind of solution that improves both the customer and agent experience at the same time.
3. They Make Digital Service Feel More Human
Even in a digital environment, people want to feel seen and supported. Visual engagement tools help make that possible.
Instead of typing out long explanations, customers can simply show what they’re struggling with. Agents, in turn, can guide them step by step. This builds trust and helps create more personal, meaningful interactions, without losing efficiency.
We’ve seen this work especially well in high-touch industries like luxury retail and financial services, where customers often expect a tailored, white-glove experience – even online.
A Smarter Way to Engage, Collaborate and Support
Virtual customer service is evolving. Expectations are rising. And visual engagement tools like co-browsing and live web guidance are helping businesses keep up – with support that’s faster, more collaborative and more human.
If you’re exploring ways to improve online customer assistance, reduce effort, or offer a more seamless experience across channels, visual engagement is worth considering.
Surfly’s co-browsing solution was built with this kind of experience in mind – simple to use, secure by design, and flexible enough to fit into your existing virtual customer assistance support stack.
Discover how secure, real-time collaboration can transform your online customer assistance.