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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Spring cleaning your customer support strategy: how Guided CX streamlines digital interactions
Spring is in the air — and while you might be thinking about clearing out closets or organizing the garage, there’s another area that could use some tidying up: your customer support strategy. Let’s be real: digital customer experiences can get cluttered. Outdated processes, confusing self-service options, and siloed tools all add friction for your customers and your agents. But here’s the good news: with a little spring cleaning and the right approach, you can freshen things up and create smoother, more human support experiences. Enter Guided Customer Experience (Guided CX)—your not-so-secret weapon for streamlining support and delighting customers.
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Customer Service
Constant Contact Leverages Glance to Transform the Service Center into a Revenue Center
Originally published in Customer Magazine By Erik Linask June 18, 2019
Salesforce
Salesforce World Tour Boston 2019: Visual Engagement Highlights
And that’s a wrap; Salesforce World Tour Boston has come and gone! Who knew that a one-day event in our own backyard could be so jam-packed with presentations and demos?
Cobrowse
News
Case Study
CX
How do you drive a 50% reduction in Average Handle Time?
Truckstop.com, the Idaho-based SaaS marketplace that facilitates the equivalent of nearly 11% of the US GDP, saw positive results almost immediately after deploying Glance.
Customer Service
CX
What should you do about the Backlash against AI?
Forrester predicts a year of reckoning for AI. The market research firm foresees a backlash against automated chatbots which routinely exasperate customers searching for assistance.
News
Gartner: A Major Reason Many Mobile Apps Fail
Gartner says many mobile apps fail to achieve their business objectives because “there is very little customer service capability built into the apps.” (2018 Hype Cycle) That’s the very reason we’ve extended our industry leading visual engagement solutions to include mobile apps for Android and iOS. When users of your mobile app get stuck, Glance Mobile App Sharing can help your call center agents deliver in-app visual support — similar to screen sharing or cobrowsing, but for Android or iOS native mobile apps. To see Glance Mobile App Sharing in action, watch this short video:
Customer Service
How to Encourage Conversion Through Visual Engagement
Originally Appeared on CustomerZone 360 News
Video
Salesforce
Cobrowse and Mobile Screen Share have changed the game for MINDBODY
“Am I designing a customer experience that addresses the different ways people think and feel when they solve problems?” That was the question that MINDBODY’s KC Duggan asked of the crowd gathered in the Pinnacle Theater at Dreamforce 2018.