Guided CX Insights

Customer support metrics are completely useless if you don’t know how to interpret them, or why you have them. Yet in customer service, seconds can mean the difference between crippling churn and high lifetime value.

Visual engagement uses technologies such as cobrowse features, one-way agent video, and screen share to take the next step in online customer interactions. Adding visual tools to your voice or chat conversation brings personalization and understanding to the conversation.

Recently, I had the pleasure of participating in the making of a powerful, nationally televised customer story. Glance and Intuit worked together to document some of the highlights of our partnership and the ways in which Intuit was guiding its customers with outstanding service. It was a great opportunity to capture some of the amazing feedback we had received from one of our customers, cement connections, and even share a few laughs.

Looking for some great cobrowse articles to get you started on your journey? Search no more! It’s all here for the taking.

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.