Turn “Where's My 1098?” Into a 30-Second Fix
See exactly where a borrower is looking and point them straight to their 1098 or statement instead of a ticket that's really just a navigation question. Guide them from inside their own account portal, live.
No downloads. No screen-share links. Just borrowers who find what they need.
Powering leading customer service teams across the globe
Where self-service turns into a support ticket
A borrower who can’t find their 1098 or account statement doesn’t file a UX complaint — they open a ticket, and it lands on your team.
Tax season floods your queue with "where is it" tickets
1098s and year-end statements are exactly the document borrowers can’t find on their own, right when your team is already slammed.
The document exists — borrowers just can’t find it
It’s rarely a missing feature. It’s a borrower who doesn’t know which tab or menu holds what they need.
Every simple lookup still costs a full support interaction
A 30-second navigation fix shouldn’t take a phone call, a hold queue, and an agent’s full attention.
How UserView Compares
A side-by-side on what actually matters: platform coverage, security, and uptime — not marketing claims, just what's public.
| Capability | UserView | cobrowse.io | Surfly | Fullview |
|---|---|---|---|---|
| Cross-platform support | ✓web, iOS, Android | ✓ | — | — |
| Instant, browser-based sessions | ✓ | ✓ | ✓ | ✓ |
| No downloads required | ✓ | ✓ | ✓ | ✓ |
| API integration | ✓ | ✓ | ~ | — |
| Automatic data masking | ✓ | ✓ | — | ✓ |
| Enterprise security | ✓SOC 2 Type II, ISO 27001, HIPAA, GDPR, CCPA | ~ | — | ✓ |
| Automatically recorded sessions | ✓ | — | — | ✓ |
| Reliable service | ✓99.998% uptime | — | — | — |
| Transparent pricing | ✓ | ✓ | — | ✕ |
Your borrowers are waiting…
Every "where’s my 1098" ticket is a borrower stuck on navigation, not a real problem. Book a demo and see how fast a quick fix can be.
How it works
No downloads, no scheduling — agents join the borrower's browser tab in one click.
Agent starts a session
One click from your existing support tool — no meeting link, no download for the borrower.
See exactly where they’re looking
Your agent sees the borrower’s account portal in real time — no "what page are you on" guessing.
Point them straight to it, live
Guide them to the right tab or click it for them — resolved in seconds, not a ticket.
Enterprise-grade security. Built for customer trust.
UserView gives your support team full browser visibility without exposing sensitive customer data. Every session is encrypted, tightly controlled, and built to meet global compliance standards.
See what matters. Protect what doesn't.
End-to-end encryption
Securely encrypted to protect your customers sensitive information.
Configurable data masking
Decide which data stays hidden with flexible masking options for fields like payment details or account info.
Optional data storage
Session content is only stored if you explicitly enable screenshots or recordings.
Globally compliant
HIPAA Compliant, ISO 27001 Certified, SOC 2 Type II Certified, GDPR Compliant.
FAQs
Does this replace our loan origination system?
No — UserView plugs into the support tools you already use (Zendesk, Intercom, Salesforce, Freshchat). Agents launch a session from the ticket they're already working, on top of your existing LOS.
Does this work on our servicing portal, not just the application?
Yes — UserView works on any web page or app, including your loan servicing or self-service portal, not just the origination flow.
Do you have an API?
Yes. Beyond the out-of-the-box integrations, our API lets you start and manage cobrowsing sessions programmatically and pull session data into your own loan origination or servicing platform, so it fits however your stack is set up.
Can our agents see anything beyond the loan application?
No. Sessions are limited to the active browser tab — no full desktop access, no other open tabs, no background access to anything else on the borrower's device.
Is this safe for handling SSNs and bank statements?
Yes. Sensitive fields — including SSNs — are masked automatically and that data never reaches our servers. UserView is SOC 2 Type II and GDPR compliant.
Does this work on mobile, not just desktop?
Yes — native iOS and Android SDKs with the same masking and session controls as the web version.
How long does setup take?
Minutes for the web integration. Mobile SDK integration depends on your release cycle, typically one sprint. See the full implementation guide for the details.
Your borrowers are waiting…
Every "where’s my 1098" ticket is a borrower stuck on navigation, not a real problem. Book a demo and see how fast a quick fix can be.