How Lightspeed Transformed Complex Hospitality Support
Lightspeed is the POS and payments platform powering restaurants and retail businesses at the heart of communities in over 100 countries. Their flagship hospitality product, Lightspeed Restaurant, drives ordering, payments, printing and device configuration across mobile iOS and shared POS hardware technology in high-speed restaurant environments.
It is powerful. It is flexible.
But that same power made support incredibly difficult.
Agents spent valuable time asking exploratory questions, guessing at configuration states and relying on customers to send grainy photos of screens or hardware setups. For restaurants dealing with live service, long discovery cycles were not an option.
Lightspeed needed a way for agents to instantly see both the software experience and the physical environment. That meant visibility across iOS, web and mobile, and a way to look at hardware without asking operators to fumble with their camera or switch apps.
They chose Cobrowse.
Why Cobrowse Was the Breakthrough
Instant visibility across iOS, software and hardware
Cobrowse eliminated the blind spots. Agents can see exactly what is on the screen, and with mobile camera share they can also see terminals, printers, routers and other hardware in real time. No downloads. No installs. No friction.
Built directly into Intercom and Zendesk
Cobrowse lives inside the tools Lightspeed already uses. No extra tabs. No workflow disruption.
Enterprise safe by design
Customers stay in control of what is shared. Security and governance remain intact.
Shockingly easy rollout
One training deck and one week of reminders for agents. Zero customer enablement.
While some handle times have increased, re-open rates have decreased, as agents are empowered to resolve more issues on the first contact.
Adoption Exploded and So Did the Impact
Within weeks, Cobrowse became one of the most heavily used tools in Lightspeed’s support stack.
3,000–4,000+ sessions per month and climbing
From a few hundred sessions in month one, usage grew rapidly as agents defaulted to Cobrowse for nearly every troubleshooting scenario.
Repeat contacts dropped sharply
Chats sometimes take a little longer, but they do not reopen. Customers do not come back through other channels.
Phone resolutions got faster
Stronger collaboration between Support and Product teams reduced guesswork, accelerated investigation, and shortened resolution cycles.
Agent confidence surged
Agents described Cobrowse as “life changing”. It is now part of every new agent’s onboarding toolkit.
Customers called it out in CSAT
Cobrowse visibility created surprise and delight moments during support interactions.
Expanding Beyond Support
Cobrowse quickly spread past break fix support.
Implementation teams began using it during onboarding for new restaurants.
Partner networks requested access after seeing the value.
Training teams adopted it to accelerate product education.
Lightspeed now plans to evaluate Cobrowse for broader retail support.
The Results
Across the first 9 months:
3,000–4,000+ monthly sessions
Reduced repeat contacts across chat
Faster and more accurate phone troubleshooting
Higher agent confidence and stronger engagement scores
Widespread adoption across multiple teams
CSAT improvements tied directly to software and hardware visibility
Relevant features
Mobile co-browse Private-by-default Intercom integration
Cobrowsing
is
evolving
Harness the power of Cobrowse to enable both agents and customers to succeed.