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

AI vs. human touch: finding the right balance in customer experience
In a world where AI can answer questions, process requests, and predict your next move, do we still need humans in customer support? Absolutely. And here’s why.
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Cobrowse

Cobrowse
Customer Loyalty
Customer Service
4 Key Ways Visual Engagement Software Improves Business
Co-browsing and screen sharing are types of visual engagement software. they allow a customer service agent to share an online view with customers. Agents can walk customers through your website, a demo, or even though a process such as ordering or filling out a form. Agents can also highlight important links or information or even take control of the customer’s screen. And customers’ private information can be masked so they can work with confidence.
Cobrowse

Cobrowse
Customer Service
Don’t Infuriate Customers With Bad Remote Tech Support
Ah, the joys of working with remote tech support.
Customer Service

Customer Service
27 Famous Customer Service Quotes You Need to Know
This guest post about customer service quotes is from Salesforce, a Glance partner.
Customer Service

Customer Service
Create a Soaring Customer Experience Engaging the Human Senses
When you add depth to your customer experience process, it makes everything more meaningful. The more senses you can engage, the more memorable the experience. And when you stay top of mind in your customers’ heads, they’re more likely to return for more—improving your bottom line.
Customer Service

Customer Service
Shifting from In-store to Online: Customer Service at its Peak
The online market is expanding exponentially, making it critical to get online customer service right. In fact, from 2013 to 2018, it’s estimated that the online market will grow an astounding 57%. The dollar growth from the actual 2014 figure of $294 billion shows a forecast of $414 billion for 2018. That’s a huge shift from in-store sales to e-retail sales.
Customer Service

Customer Service
4 Compelling Ways Visual Engagement Reflects Customer Service Best Practices
Do you ever feel uncomfortable when approached by a salesperson? For me, it typically happens immediately after I walk into a store. It’s a well-established customer service best practice, but these types of sales-oriented interactions (informed by the underlying assumption of a uniform persona that only really wants my money) just seem artificial. Personally, nothing turns me away from people more.
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.