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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.

The next era of customer support: mobile-first and cobrowsing-ready
When you have a question, where do you turn? Most likely, your phone. Mobile has become the first stop for customer support: 82% of customers use mobile apps for communicating with a company. Whether troubleshooting an issue, making a purchase, or asking a quick question, customers expect seamless support from the palm of their hand. But there’s a problem. Traditional support methods — long text threads and email chains, confusing FAQs, and even chatbots — often don’t cut it when customers are trying to solve complex issues on a mobile app or website. That’s where mobile cobrowsing comes in.
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Customer Service

Customer Service
Why do you need a CRM?
A recent study by the Aberdeen Group found that 81 percent of all companies that use visual engagement integrate with a customer relationship management (CRM) solution like Salesforce or Microsoft Dynamics. A technology with such a large adoption rate is nothing to sneeze at. If you want to get in the game and improve your customer service, no doubt you need a CRM as a core technology for your customer experience strategy.
Cobrowse

Cobrowse
Customer Service
6 Ways Cobrowsing Transforms Customer Service
Cobrowsing is an exciting technology that empowers customer service organizations provide crucial customer support in real time. Agents who cobrowse are able to overcome many of the difficulties service call center support staff experience usually when trying to help clients. Cobrowsing allows customers and service support agents to see and share exactly the same information on their browsers and, through this process, to quickly and efficiently resolve issues. Once customer issues have been resolved satisfactorily, there is even an opportunity to offer additional products and services, thereby improving the bottom line. Here are six ways cobrowsing transforms customer service and the customer experience.
Customer Loyalty

Customer Loyalty
Customer Service
Top 5 Customer Satisfaction Blog Posts
When companies want to improve all around customer satisfaction and maintain business in the long run, there are several things they can do. Check out these five top blog posts of 2015 to learn more about increasing customer satisfaction in a business.

Video

Video
Customer Service
3 Video Call Touchpoints You Need to Know
The Internet has changed the face of customer service. Our conversations have evolved from in-person conversations to telephone communications, live chats, co-browsing, email, and video call. Because of this, businesses have to keep up with fast-paced technological advancements to ensure customer satisfaction with a product or a service.

Making Customer Experience Management Visual
Aberdeen research surveyed 215 organizations for its December 2015 study, Omni-Channel Customer Care: Best-in-Class Steps to Success. Among the companies surveyed, 59% indicated that they use visual engagement tools: tools and technologies that allow companies to visually interact with current and future customers through digital channels. Visual engagement tools include co-browsing, screen sharing, and video, such as those services Glance Networks provides.
Cobrowse

Cobrowse
Customer Service
What Customer Service Can Learn from Millennials and Pop Culture
In today’s uber-connected society, with an incredibly fragmented attention span, engaging all of the senses is critical to seize sales for brands. Customer service is usually at the crux of closing the online sale, yet is often delivered to customers in a stale, one-dimensional way – either on the phone, or through an online chat. Neither method is very engaging and can often lead to more misunderstandings and frustration on both ends.
Cobrowse

Cobrowse
Video
Customer Service
Filling the Customer Service Void with Video
You may be wondering why video is becoming such a popular customer service option.
Healthcare

Healthcare
Cobrowse
Healthcare Insurance Predictions for Online Organizations
The healthcare insurance industry is changing at a rapid pace. Each year brings with it a variety of new challenges, especially as providers respond to the increasing demands of regulations and the Affordable Care Act.