How Fullview transformed the way Mission Loans guides online borrowers through loan decisions.

Mission Loans Reinvents Customer Guidance with Fullview’s Cobrowsing Solution

For most people, getting a loan can feel like a daunting experience. Mission Loans was founded with the goal of making that journey simpler, clearer, and more supportive, without sacrificing the trust that’s essential in the lending business.

But even with a great website and phone support, their team saw the same problem again and again: customers struggled to understand complex loan options and felt lost navigating the application process online. Emails and calls weren’t enough to deliver the truly personal experience they wanted.

That’s when Mission Loans turned to Fullview’s cobrowsing solution. By letting agents see exactly what customers see, Fullview transformed the way Mission Loans guides borrowers through critical decisions.

Delivering Personal Guidance at Speed

One of Mission Loans’ key goals was to make the application process not only more helpful but faster. Homebuyers don’t want to spend hours on hold or exchange countless emails just to get simple questions answered.

Fullview’s cobrowsing is purpose-built for speed and responsiveness. Unlike video calls that can lag or screen shares that require downloads and setups, Fullview sessions launch in seconds right from the website. Customers simply approve the session, and the agent can immediately see their screen, highlight fields, and walk them through options.

This low-latency experience makes every interaction faster. Customers complete applications more quickly, while Mission Loans’ agents handle more cases per day without feeling rushed or compromising on quality.

Raising the Bar on Security and Privacy

Mission Loans takes data security seriously. Customers are sharing personal and financial details, so any tool used to support them must be secure by design.

Fullview’s cobrowsing includes advanced redaction features that allow agents to automatically block out sensitive fields during sessions. For example, social security numbers, income details, and account numbers remain hidden, even though the agent can see the rest of the screen and help the customer navigate.

This means agents can confidently guide customers through applications without ever accessing their most sensitive data.

Fullview also offers secure session recording, giving Mission Loans a way to review interactions for quality assurance, training, and compliance. Each recording is encrypted and stored safely, ensuring customer privacy while delivering the transparency and accountability Mission Loans requires.

The Most AI-Forward Cobrowsing Solution

While other cobrowsing providers offer little more than basic screen sharing, Fullview has positioned itself as the most AI-forward solution in the space. That was a major selling point for Mission Loans, which wanted to invest not just in today’s needs but in the future.

Fullview allows Mission Loans to analyze session recordings with AI, automatically surfacing common friction points and recurring questions. Instead of manually reviewing hours of calls, managers can see at a glance where customers get stuck and design better workflows, training, or website improvements.

This data-driven approach has allowed Mission Loans to reduce repeat questions, streamline their website, and improve agent training.

Even more exciting is Fullview’s newly launched AI agent that can cobrowse automatically. For routine guidance, like showing where to upload a document or how to navigate to a loan comparison page—this AI assistant can take over without any human agent needed. Customers get instant help, 24/7, while Mission Loans’ human team focuses on more complex, high-touch interactions.

Real Results for Customers and the Business

Since rolling out Fullview’s cobrowsing solution, Mission Loans has seen measurable improvements:

• Faster resolution times: Agents spend less time explaining where to click and more time giving expert advice.
• Higher first-contact resolution rates: Customers often complete applications in a single session.
• Increased customer satisfaction scores: Borrowers feel supported and confident, even in a fully digital process.
• Improved agent efficiency: Less time is wasted on repetitive navigation help, freeing agents to focus on meaningful conversations.
• Better training and process improvements: AI analysis of sessions identifies exactly where customers need more help or where the website can be improved.

Most importantly, customers report that the experience feels personal, supportive, and easy delivering on Mission Loans’ promise to make mortgages simpler and more human.

Looking to the Future

Mission Loans sees Fullview not just as a tool, but as a strategic partner in its mission to modernize mortgage lending. With Fullview’s combination of speed, security, advanced redaction, session recording, and AI-powered insights and automation, Mission Loans is redefining what great customer support looks like in financial services.

By investing in the most forward-thinking solution on the market, Mission Loans is ensuring it can meet customer expectations today while staying ahead of tomorrow’s needs