We handle insurance claims support and customers calling in confused about an online claim form used to mean a lot of "ok now look for a box near the top that says" back and forth, genuinely painful for anyone not super comfortable with computers. Co-browsing let me actually see the same form they're looking at and guide them directly, or just fill in a field myself while explaining what I'm doing. A call that would've dragged on for fifteen minutes of verbal description wrapped up in about four once I could actually see what she was seeing. Review collected by and hosted on G2.com.

Only works if the customer's on a device with a browser open to the form already, so if someone calls before even getting to the website, I still have to walk them there first before a session can even start, which is an extra step some older customers found a bit confusing. Review collected by and hosted on G2.com.