We covered the fundamentals of AppShare in Bringing Live Human Guidance Into Mobile App Support: it’s Loookit’s Enterprise capability for jointly operating an app during a live session, so an agent and a customer work from the same app context instead of the customer describing a screen over the phone or installing a separate support app just to get help. That post also pointed to one of the clearest places this matters: banking and credit unions. Here’s what that actually looks like in practice.
The proof point already exists
AppShare isn’t a concept on a slide. Loookit’s longest-running deployment is with a life insurer that needed to help members navigate a health and wellness app: it moved from field trial to production in 2022, an internal survey of more than 1,000 users reported satisfaction above 80%, and the service has since been renewed and expanded to more agents. It’s now in its fifth year of use. Insurance and banking share the same underlying problem: important, often regulated tasks, sitting inside an app, that are hard to talk someone through verbally.
What this looks like for a credit union
A member is partway through a mobile check deposit and the app keeps rejecting the photo of the check. On a phone-only call, this is a slow back and forth about what the screen says and where the camera icon is. With AppShare, the agent and the member are both working from the same app context inside the session, so the agent can point directly at what needs to change (the check needs to lie flatter, or needs better light) instead of describing it blind. Nobody has to install a separate remote-support app to make that happen; the session itself runs in the browser, and the app being worked through is shared inside it.
The same pattern covers the other moments where a banking app is genuinely hard to self-serve through: identity verification during onboarding, a dispute on a transaction, setting up a transfer for the first time, or an unfamiliar card control. These are exactly the tasks Loookit’s own guidance flags as the strongest fit for live app assistance: important enough that getting it wrong is costly, and specific enough that a generic FAQ article doesn’t help.
Why the economics favor this approach
Assisted support is not free no matter how it’s delivered: phone, chat, and email contacts already run a median of $13.50 per contact, with phone support alone often $17 or more. A member who gets stuck and can’t resolve it ends up costing more, not less: a repeat call, a branch visit, or an abandoned deposit. Adding a second app to the support process doesn’t help either, given that 45% of people only download an app when it’s truly necessary and 54% delete an app the moment they’re done with it. AppShare’s value is keeping the interaction to the one contact and the one app the member already has, so the cost the institution is already paying for that contact actually resolves the problem.
The bigger pattern
Banking and credit unions are one entry in the same list Loookit’s own material points to: insurance, healthcare and benefits, wealth and retirement, and other consumer services where the task inside the app is important enough that a stuck moment is expensive for both sides. The mechanics don’t change from sector to sector. What changes is how much is riding on getting that one moment right, and in banking, that’s usually someone’s money.