How can an onboarding specialist see what a new customer sees?
New customers rarely quit onboarding in one dramatic moment. They stall on a small screen: an app store page, a verification email, a permission prompt, an integration that wants a sign-in. GuidedView is a screen-sharing app that lets an onboarding or implementation specialist see that screen during a call. The specialist sends a one-time invitation by text message or email. The customer opens it on the device they are setting up, using the free GuidedView app on an iPhone, iPad or Android phone or a supported desktop browser on a computer, confirms they are on a call with the sender, and approves sharing. The specialist watches live in a browser and talks them through it. GuidedView is view-only, so the customer does every tap, which also means they finish the call knowing how to do it again.
Where does onboarding usually stall?
| Stage | What goes wrong | What you watch for |
|---|---|---|
| App install | The wrong app from search results, a device that needs an update first, a forgotten app store password | The exact listing they tap |
| Account creation | The verification email does not arrive, a typo in the email address, password rules | Which inbox they are checking |
| Permission prompts | Tapping Don't Allow on notifications, location, camera or contacts | Whether they need to turn it back on in Settings |
| Integrations | Signing in to the wrong account, skipping a consent checkbox, an admin approval message | The account name on the consent screen |
| Data import | Cannot find the file, the wrong format, mismatched columns | The file they pick and the import result |
| First setup | Skipped checklist steps, settings left on defaults | The first real record, message or report they create |
Ask the customer to tap Pause before passwords for their app store, their email or the service they are connecting. You never need to see them.
What does a guided setup call look like?
- Schedule a call, not a meeting
Tell the customer you will call at the agreed time and send a link that lets you see their screen. No meeting software is needed.
- Start on the right device
Send the invitation to the device they will actually use. For a mobile app, text it to their phone; for a web app, email it so it opens on their computer.
- Install and sign up together
Watch them install and open your app, create the account and confirm the verification email.
- Handle permissions deliberately
Explain each permission before the prompt appears, so they know why to allow it. If they decline, watch them turn it on in Settings.
- Connect one integration
They pause for the sign-in to the other service, then resume so you can confirm the right account connected.
- Finish one real task
End with something useful done: the first project, the first invoice, the first scheduled post. Then end the session.
What does view-only mean for onboarding?
It is worth being clear about this before you buy. With GuidedView, nobody on your team can click, type or change settings on the customer's device. If your onboarding depends on a specialist configuring things directly, do that part in your own admin tools or with a remote control tool.
What view-only gives you
- Customers learn the steps by doing them, which carries past the first call
- Customers stay in control of their own accounts and passwords
- No SDK, so it works for mobile apps without a release
- An easy yes for cautious customers, since you can only watch
What it rules out
- You cannot configure the account on the customer's behalf
- You cannot type long values for them, such as API keys
- Every step depends on the customer tapping through it
- No recordings to reuse as training material
How does seeing the screen reduce onboarding drop-off?
Drop-off during setup is usually silent. A customer who cannot find the verification email does not file a ticket; they close the tab. Seeing the screen helps in three specific ways:
- You find the real blocker. 'It doesn't work' becomes 'the invitation went to a work address that filters outside mail.'
- You catch permission mistakes early. A declined notification or location prompt can quietly break features weeks later.
- You learn where your flow is confusing. If several customers stall on the same screen, that is useful product feedback.
GuidedView is not an analytics tool. Track activation in your own product, and use the calls to understand what the numbers mean.
How do onboarding teams start?
Sign up, subscribe and send an invitation on your next kickoff call. Each GuidedView account is $29.99 a month, billed monthly, and new customers never need an account. See how it works, read our guide to guiding a customer through app setup, or create an account.
Questions
Do new customers need a GuidedView account?
No. Customers never sign up or pay. On a phone they install the free GuidedView app from the invitation; on a computer the invitation opens in a supported desktop browser with no download.
Can I set up the customer's account for them during the call?
Not with GuidedView. It is view-only, so the customer does every click and entry. If you need to configure something directly, use your own admin tools or a remote control tool, and use GuidedView for the parts the customer has to do on their own device.
Is GuidedView good for group onboarding webinars?
No. GuidedView is built for one person helping one customer on a phone call. For group training with slides and many attendees, a video meeting tool is a better fit.
Can I see the customer move between our app and their phone's settings?
Yes. The customer shares their whole screen, not just your app, so you can follow them into Settings, their email or another app they need to connect, as long as sharing is active and not paused.
Does the customer need to be on a call with us?
Yes. GuidedView has no voice or video chat. The invitation asks the customer to share only if they are on a call with the sender right now, so start the phone call first, then send the link.