Blog
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 Outdated processes, confusing self-service options, and siloed tools all add friction for your customers and your agents.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.
Read Now
Customer Loyalty
Hey Sales – Your Constituents Would Like to See You Now!
Hey sales teams, what do you call your constituents?
Cobrowse
The Ultimate Weapon in the Battle for Long-Term Customer Loyalty
Customer satisfaction and customer loyalty are the twin gateways to long-term revenue streams, follow-on business, and growth. As a result, they are key goals for every service organization. In a world where over forty percent of customers leave a business because of poor service and seventy-one percent don’t think companies take any action to keep their business it’s paramount to stay on best terms with your constituents.
Guided CX
See Glance Guided CX solutions in Action
View the many ways Glance can transform the experience of your digitally connected customers. Add Glance guided CX solutions to your existing apps and websites to create digital interactions with your customers that rival in-person meetings. Join customers in the app or website. See what’s on their screen. Deliver expert consultation. Guide customers to complete web and in-app transactions.
Cobrowse
Customer Service
When Do You Need to Use Humans Instead of Bots for Customer Service?
There’s a lot of talk these days about the power of the bot to transform the way we think about customer service. Bots augment customer service, providing more in-depth “self service” options for online customers.
Aberdeen Report on Visual Engagement: The ROI of Customer Experience Excellence
In today’s digital world, online consumers are smarter than ever. Offering numerous channels is no longer enough to satisfy them because they expect more. In fact, they demand nothing less than a first-class online customer experience.
Customer Service
Check Your Customer Experience Score–Stat!
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.
SaaS
Education
3 Amazing Visual Engagement Stories You Need to Read Today
Today’s businesses are faced with a challenge: how to stand out in the crowd. Customer service has become central in the quest to gain a competitive edge. Self-service is great to a certain extent, but those who really want to win are investing in a more personalized experience to close business faster and improve the customer experience. That’s where visual engagement solutions come into play.
Customer Service
8 Customer Service Management recommendations to make your customer satisfaction soar
Nowadays, satisfying your customers is about providing more than just a great product or service. It’s about providing a great end-to-end customer experience (CX) – including outstanding customer service, courtesy of your website, app, and contact center.
Effective Sales Presentation Q&A Tips
Question-and-answer portions of a sales presentation are like panel interview sessions. You’ve got people firing their queries one at a time and you give a reply. However, the roles of authority are reversed: the expert is the one interrogated and the questioners are curious minds with their interests piqued.