Ever feel like you’re juggling the expectations of your product, marketing, sales, and customer success teams while trying to keep your customers happy? It might seem like a daunting task, but Guided CX makes it possible. Let’s explore how you can satisfy all your stakeholders and exceed customer expectations with this approach.
What is Guided CX?
Guided CX is a customer experience strategy that blends advanced digital capabilities with human touchpoints. It enables businesses to create real-time, personal, and collaborative interactions between their representatives and customers. These interactions can take place on mobile apps, websites, or portals, and can include:
- Co-browsing
- Screen sharing
- Video chat
- Mobile app share
- Mobile camera share
Leading brands are using Guided CX for customer support, training, transactions, advisory services, and more. Guided CX can be integrated with other CX channels like chatbots, live chat, email, phone, and ticketing systems.
The applications and benefits of Guided CX are widespread, and can address the unique needs of each department — everyone wins!
Benefits for every department
Consumers appreciate the efficiency of AI but still crave the empathy and understanding that only humans can provide. This is where a balanced approach shines. By combining AI with human interactions, you can offer the best of both worlds.
For product teams: enhancing AI capabilities
Product teams are all about leveraging AI to enhance customer interactions. AI is an important piece of the CX puzzle. While advanced AI tools can predict and respond to customer needs efficiently, an essential aspect comes into play: balancing the efficiency of automation with the irreplaceable value of human touch.
Guided CX enhances AI technology. While AI helps pinpoint moments of friction in the customer journey, Guided CX enables agents to “reach in” to provide more seamless and positive experiences.
For marketing teams: 360-degree customer view
Marketing teams aim for a comprehensive view of the customer to tailor strategies effectively. With a 360-degree view, marketers can understand customer behavior, preferences, and pain points, crafting messages that resonate and drive engagement.
What better way to have a 360-degree view than to see exactly what the customer sees? Guided CX puts representatives in the customer’s shoes and provides real-world insights into the customer journey. Marketing teams can use this in-depth view to create targeted and personalized marketing campaigns.
For sales teams: improved conversion rates
Guided CX solves the human connection gap in digital experiences. According to some studies, companies can increase conversion rates by up to 2.5 times when using Guided CX.
Guided CX takes sales demos to the next level. ConstructConnect has discovered this first-hand. Using Glance’s visual engagement solutions, the business has:
- Reduced sales cycles by 60%
- Improved lead conversion rates by 40%
- Increased volume of demos to new leads by 66%
For customer success teams: enhanced retention strategies
Customer success teams are always on the lookout for innovative ways to enhance satisfaction and retain clients. Guided CX offers more effective engagement strategies, combining the efficiency of technology with the personalized touch of human interaction. This approach helps in building strong relationships, ensuring customers feel valued and supported throughout their journey.
For example, the Guided CX capability of cobrowsing enables agents to see exactly what the customer sees in a shared browsing experience. It’s like being right next to a customer to answer questions, offer consultation, and guide them at critical moments. This transforms digital DIY to “Do It Together” and makes a significant impact on relationships and retention. Studies show that adopting visual channels can increase a company’s retention rates by around 9.5 times!
“If you have an organization that is trying to strategically utilize your customer support team in a way that is pushing the business forward through the success of customers, then Glance is a great tool to utilize and have as part of the basic toolkit for reps. The customer impact is very positive. If you want happy customers that are successful, then Glance is a great product.”
Senior director of customer operations, online marketing
For customers: seamless integration of technology and human touch
Customers today desire a balance between digital convenience and human interaction. Unfortunately, 59% of all consumers feel companies have lost touch with the human element of customer experience.
Guided CX delivers just that. It ensures that while technology handles routine tasks swiftly, there’s always a human available for complex or emotional interactions. This balance creates a more satisfying and trustworthy customer experience.
Real results with Guided CX
An independent study showed that customers implementing Glance Guided CX experienced significant benefits over three years, including a 394% return on investment. This impressive ROI demonstrates the tangible value Guided CX brings to organizations, proving that pleasing all stakeholders while exceeding customer expectations is not only possible but practical.
Other results experienced over a three-year period include:
- 20% reduction in average handle time, saving $6.1 million
- Increased customer satisfaction (CSAT)
- Better employee experience
- Improved agent productivity
- Benefits worth $6.75 million for the composite organization in the study
Learn more about Guided CX
Guided CX is the key to balancing the diverse needs of your product, marketing, sales, and customer success teams while delivering exceptional customer experiences. By embracing this approach, you can ensure that everyone in your organization—and most importantly, your customers—are satisfied and engaged.
Learn more about implementing Guided CX and discover how this approach aligns with your business goals, technical requirements, vendor reputation, and support structures. Explore Guided CX and become a change agent today!
