Guided CX Insights

Let’s take a minute to talk about some information security acronyms like PII and GDPR. Come on, it’ll be fun!

A commissioned study conducted by Forrester Consulting, The Total Economic Impact™ Of Glance Visual Engagement Platform, analyzes the cost savings and business benefits enjoyed by several organizations using Glance in their customer support centers. The interviewed organizations represent both B2B and B2C businesses with a strong online presence across a variety of industries. Each has a deep relationship with customers, yet had struggled in the past to elevate its support and service to desired levels.

Glance delivers its visual engagement solutions on an architecture built for scalability, high availability, security, and fast performance. But we never stop working to improve. Earlier this year we added new colocation facilities to deliver speedy performance and reliability for your users wherever on the globe they reside.

Which call center metrics matter? That’s a perennial topic for customer experience and customer call center experts. For instance, we enjoyed Mark Dupuy’s recent blog post on the subject and thought it was worth taking a look at some important call center key performance indicators (KPIs) that are dramatically improved through outstanding visual engagement. Here are five key KPIs that a) should be measured and b) can be optimized by incorporating a world-class visual engagement platform.

According to a recent Forrester TechRadar™ Video Technologies report, companies are using visual engagement solutions as a key component in a wider overall video technology landscape through which to reach employees, prospects, and existing customers. Based on a survey of over 18,000 decision makers involved in planning, funding, and purchasing business and technology products and services, the report details fifteen separate video solutions that span a wide spectrum, including webcasting to drive lead generation, video conferencing to speed time-to-market, and visual engagement (includind one-way and face-to-face video, screen sharing, cobrowsing, and annotating) to help clients and prospects in service-related scenarios.

The Glance team had a great time participating at this year’s SaaStr Annual 2018 in San Francisco. SaaStr is the popular blog/Quora entity that has morphed into a global community of B2B SaaS founders and executives—not to mention its role as a $90 million venture fund. It bills its annual conference as “three days and five stages” of amazing content and networking opportunities for professionals in sales, marketing, customer success, product, engineering, finance and operations.

According to Forrester, the revenue impact from a 10% improvement in a company’s customer experience score can translate into more than $1 billion. How can you know the customer experience programs you’ve implemented are making customers happy? Research by Esteban Kolsky at thinkJar shows that only 1 out of 26 unhappy customers complain. The rest churn. In addition, 91% of unhappy customers who are non-complainers simply leave.

2018 is here and we see several collaboration and visual engagement trends that will transform the landscape of the customer experience.

In looking back at 2017, as I do every year, all I can say is wow, we’re seeing the culmination of a lot of work that has transformed the landscape of customer success through collaborative visual engagement!