Guided CX Insights

There’s no denying that customer service can play a huge role in differentiating online businesses. Even with all the self-service options available, Forrester has discovered that 45% of buyers require person-to-person contact.

Ignore your contact center agents at your peril. Taking care of customer service agents is expensive. However, not taking care of them costs far more.

According to a recent survey, 78% of customer service professionals are tracking at least one performance metric at work. But are they tracking the right metrics?

Visual engagement is a critical set of tools, especially for online businesses that sell complex offerings.

I recently read a great article by Peter Diamandis about why we need more women in technology. Here are some of the facts he quoted:

While some processes lend themselves to self-service online, others require a more personal touch. Visual engagement – the use of cobrowsing, screen sharing and agent video solutions – is a key part of the humanization of online customer service.

Glance Networks, a leading provider of visual engagement, today announced its 2014 success with record year-over-year growth, a bevy of new customers and partners, and several secured and pending technology patents. After closing out the first quarter of 2015, Glance reported 57 percent growth from 2014, with similar expectations projected for 2015. Glance visual engagement solutions (integrated cobrowse, screen share, agent video and more) provide the means to instantly clarify conversations between agents and customers, resulting in a positive impact on sales, support, services and overall customer experience. Glance has also announced nine new customers that are realizing an improved customer experience through Glance, including Ancestry, KLM, Constant Contact, 4imprint, and Agri-Services. Additionally, Glance has established or strengthened strategic partnerships with Zendesk, SAP and Salesforce.com. Through an ongoing relationship with Salesforce.com, Glance has supported the extension of the “Live Agent” platform to enhance the user’s ability to provide personalized, real-time help online. “Working with our strategic partners, our goal is to bring seamless integration with their existing technology solutions to make the customer experience intuitive and effective,” said Tom Martin, CEO of Glance Networks. “We look forward to growing our customer and partner base so that more businesses can experience the benefits Glance solutions have to offer.” In addition to supporting its partners and customers, Glance also worked to improve its customer experience. Listening to customer comments and feedback, Glance launched a new website to better meet the needs of customers. As part of that change, the company has implemented a new support system which provides greater depth of knowledge and is easier to search. Glance will continue to update the support site with new knowledge and documentation to simplify the experience for its customers. Finally, already this year, Glance Networks has filed four patents for a total of 20 submitted to date. The company currently holds six approved patents which are being applied in different areas of the Glance product offering. “Through innovative approaches and a genuine commitment to improving the customer experience, we are excited to lead the way in visual engagement software to support our customers in healthcare, finance, retail, travel, IT and much more,” said Martin. “With our success in 2014 and projected growth in 2015, I am excited to see what the future holds for Glance and our wonderful customers.” Are you ready to discover how Glance visual engagement solutions can improve customer engagement and increase sales for your business? Sign up for your personalized Glance demo today! About Glance Networks Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »

As a customer, your goal when buying a new technology is simple: you want it to work as promised. You want the experience to be easy and straightforward, and you want the technology to provide you with the benefits you were offered during the selling process.

Customer support can be a costly proposition to companies. However, providing a solid online customer service structure will stop customer erosion and add long-term repeat customers.