Adoption of Digital CX Solution Surged in Q2 as Institutions Addressed Pandemic-Related Challenges
Wakefield, MA August 6, 2020 –Glance (www.glance.net), a leading provider of visual engagement solutions that enable organizations to deepen customer relationships and transform digital customer interactions into brand-building and revenue-generation opportunities, announced that the company has experienced record adoption in the financial services sector during the first six months of 2020. According to data released by the company, Glance saw significant surges in user licenses, session minutes consumed, and number of hosted sessions. The company also noted that its second quarter in 2020 dwarfed first quarter results, as banks and other institutions deployed visual engagement tools to counteract the impact of COVID. Glance measured 140 percent Year over Year growth in the number of web sessions conducted by financial services customers in the January-June timeframe. The company also reported 26 percent Year over Year growth in sessions across all sectors in this timeframe.
Glance is one of the world’s leading providers of visual engagement service to enterprises, delivering reliable cloud-based cobrowse, screen share, and video technology that allows businesses to improve customer satisfaction, increase productivity, lower operating costs, and increase brand loyalty.
“Glance has historically been well entrenched in the financial services industry, serving numerous banks, lenders, and investment management firms that recognize the importance of adding human service and support capabilities to their digital customer touchpoints,” explained Tom Martin, chief executive officer at Glance. “When the pandemic shutdown hit in late March, these organizations experienced a massive demand for digital engagement solutions, including work-from-home applications of our technology, and solutions to satisfy customer service requirements. We expect the demand for our solutions will continue to escalate through the remainder of 2020 and beyond as institutions continue to manage the implications from the pandemic.”
Among the metrics Glance tracked from clients in the financial services sector during the first half of 2020 are:
- Active Users: Glance announced a 124 percent YoY increase in financial services active users in the first half of 2020. Q2 2020 saw a dramatic spike — a 204 percent YoY increase — as financial institutions adopted new technologies to meet COVID-related issues for work-from-home employees and customer use of digital touchpoints.
- Session minutes: Financial services clients saw their customers consuming 164 percent more session minutes of Glance cobrowse, screen share, and video sessions in the January-June time frame compared to the previous year. Q2 2020 saw a dramatic spike — a 312 percent YoY increase in session minutes — as customers leaned more heavily on digital connections due to COVID.
- Total sessions: Glance reported that the number of hosted sessions for financial services clients increased 140 percent YoY over the first half of 2019. Q2 2020 saw a dramatic spike — a 240 percent increase in sessions YoY compared to Q2 2019.
“The increases in Glance’s usage reflects the urgent need among financial services companies to engage with customers through digital connections,” noted Clare Walker, principal analyst for Frost & Sullivan. “Even after the impact of COVID subsides, banks and other organizations will continue to seek out the efficiency and loyalty-building benefits associated with visual engagement. We expect to see consistent growth for these offerings for the foreseeable future.”
About Glance Networks
Glance Networks transforms the customer experience by enabling visual engagement for today’s enterprise. We are one of the world’s simplest, most reliable, and secure solutions that empower companies to see, show, and share anything online, creating a frictionless path to great experiences in sales, support, and service. The result of Glance visual engagement technology is improved customer satisfaction, long-term customer loyalty, higher service center efficiency, and increased revenue growth. Glance partners include Salesforce, ServiceNow, and Docutech. For more information, please go to www.glance.net.
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