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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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Why customers don’t want to share screens – and how cobrowse builds instant trust instead
Why customers don’t want to share screens Picture this: You’re on a support call, and the agent says, “Can you share your screen?” Suddenly, you hesitate. You start minimizing tabs, closing documents, and double-checking what’s visible. Even if you trust the brand, the idea of letting someone see everything feels invasive.
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Customer Service
The top 5 applications of AI in CX for 2023
This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.
Customer Service
10 hard-hitting customer service stats (and what to do about them)
It certainly isn’t a boring time to be in customer service. Customer demands are changing. Competition for consumer dollars is peaking. And companies are depending on the customer service team to be the frontline for a differentiating CX. Building the kind of stellar customer service experience that sets your company apart isn’t easy. But it can help to zoom out and see what kind of lessons there are to learn from the wider landscape. To that end, we’ve compiled 10 significant stats that illustrate where customer service is at, where it’s going and what you can do to improve your own. Let’s dive in:
Customer Service
Pandemic-born CX trends with staying power for 2023
This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.
News
Glance Hires Brian Hays & Chris Duncan to Advance Enterprise Growth of Guided CX™
Key leaders bring decades of experience helping Fortune 1000 companies deploy CCaaS and CX infrastructure solutions WAKEFIELD, Mass. — Glance, the leader in Guided CX solutions, announced today that Brian Hays has joined its leadership team as SVP of Sales, and Chris Duncan has joined as Vice President of Solutions Engineering, to support its growth as the industry-leading enterprise CX solution delivering in-the-moment human guidance in digital spaces.
Customer Service
5 reasons customer satisfaction matters (beyond the obvious)
Groundbreaking news: Making your customers happy is important.
Customer Service
A 5-step action plan to lift your customer satisfaction
“I can’t get no satisfaction:” these are words you’d like to hear at a Rolling Stones concert – but they’re pretty much the last thing you want to hear from a customer. To retain your customers, to encourage them to spend more with your brand, and to attract new customers via positive word of mouth, you need to satisfy them – before, during, and after they’ve made a purchase with you. This is particularly challenging in the digital world, where customer expectations are constantly being raised by innovations and where customer satisfaction is a moving target. Measuring and improving your customer satisfaction score (CSAT) is crucial to meeting these evolving expectations.
Customer Service
Cutting-edge tech can transform your customer satisfaction levels – for good and bad.
Determining why customer satisfaction matters isn’t exactly rocket science. Satisfied customers are more loyal, more likely to advocate for your brand and – as a result of this – have higher customer lifetime value. (We’ve covered some more of the subtle ways satisfying customers is good for business in our last blog.)
Insurance
The missing pillar of insurance CX (and why you can’t afford to ignore it)
Imagine, for a minute: something distressing has just happened to you. Your sun-soaked holiday has been canceled at the last minute. Or you’ve backed your car up into a streetlight. Or say it’s something much worse: you’ve been injured in an accident, you’ve had a health scare and need to fund an expensive medical procedure, or your loved one has just passed away. In the face of some of the most challenging situations life throws at us (whether merely aggravating or downright devastating), insurers are there to help financially cushion the blow.