Guided CX Insights

If you look up the history of human communication, you’ll find that our ancestors used cave paintings as a mode of expression long before handwritten manuscripts. For thousands of years, communication was purely based on visual content.

In the enterprise world, it’s easy to become paralyzed with the number of customer experience solutions available. How do you decide where to invest?

If you’re a business owner or manager, then you likely already know why great customer service is imperative to the success of your business.

We’ve all been stuck on the end of a support call after a thirty minute on-hold wait, only to be met with a less-than-enthusiastic retail customer service employee. This sort of experience doesn’t make us feel great as customers and it certainly won’t drive us to call back in the future.

Customer experience trends change from year to year.

There’s no doubt that Customer Support is a noble profession. The entire goal of SaaS Customer Support is helping people be successful, teaching them new skills, and solving their problems. When confused customers reach out with problems they can’t figure out, it feels great to turn things around and send them back with a smile.

Remember 5-6 years ago when having a great mobile customer experience was optional? Yeah, us too. These days, a mobile experience that’s polished, intuitive, and customer-minded is essentially the bare minimum.

On Friday Zendesk announced its most recent partner integrations as part of their Apps Marketplace, which we’re proud to say includes our fully integrated Panorama visual engagement solution, including co-browse, and screen sharing services.

With the holiday season upon us, I felt it was fitting to reflect on the past year at Glance Networks. As we sat at our annual company holiday party, I looked around the table at all the great people who have contributed to our success, and a revelation came to me. Groups of two and three people engaging in conversation, sharing pictures on their phones, learning about each other…having experiences that create warm and lasting relationships. A perfect encapsulation of the engagement and relationship building that our team has strived to support throughout 2016.