customer-service
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
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Customer experience in the AI era
Customer experience (CX) is evolving at an incredible pace, and AI is at the heart of this transformation. Just look at these eye-opening numbers: The global AI in CX market is expected to skyrocket from $10.5 billion in 2023 to $76.7 billion by 2033 (market.us). 92% of companies report improved response times thanks to AI, and 83% say it's easier to address customer needs (Hubspot). With AI reshaping CX, it’s no longer a matter of if businesses should adopt it, but rather how effectively they can integrate AI with human support to create smooth, meaningful customer experiences.
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Customer Service
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Customer Service
News
Case Study
Glance Receives Innovation Award from Intuit
A few weeks ago, we received an invitation to Intuit’s Partner Summit from Kathleen Russell, Intuit’s sourcing manager. Each year, Intuit brings its top strategic partners together to share the company’s strategy and priorities and to learn how we can be better partners to each other. Together, we learned how we are making a positive difference in the lives of our customers.
Customer Service
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Customer Service
CX
Guerrilla Tactics to Deliver Quick CX Wins
Originally published in CustomerThink.
Cobrowse
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Cobrowse
SaaS
Customer Service
Case Study
MINDBODY Uses Glance to Drive Higher Customer Satisfaction, Higher App Adoption
We’re very pleased to post another customer success story on our website: MINDBODY Leverages Glance to Drive Higher Adoption and Increased Customer Satisfaction.
Cobrowse
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Cobrowse
Education
Customer Service
What Do You Do When Cobrowse Isn’t Good Enough?
That may seem like a strange question coming from a tech guy at one of the leading cobrowse companies. Don't get me wrong, cobrowse is awesome! If you have a website, a SaaS app, or a hybrid mobile app, you should definitely consider using cobrowse to instantly help customers who are lost and/or confused. Cobrowse enables your agent to solve many customer problems, and it is so fast, effortless, and intuitive that it seems like magic.
Customer Service
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Customer Service
TechRadar and Forrester Video Technology Report Points to Unique Value of Visual Engagement
According to a recent Forrester TechRadar™ Video Technologies report, companies are using visual engagement solutions as a key component in a wider overall video technology landscape through which to reach employees, prospects, and existing customers. Based on a survey of over 18,000 decision makers involved in planning, funding, and purchasing business and technology products and services, the report details fifteen separate video solutions that span a wide spectrum, including webcasting to drive lead generation, video conferencing to speed time-to-market, and visual engagement (includind one-way and face-to-face video, screen sharing, cobrowsing, and annotating) to help clients and prospects in service-related scenarios.
SaaS
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SaaS
Customer Service
SaaStr 2018: Visual Engagement Can Reduce Customer Churn for SaaS
The Glance team had a great time participating at this year’s SaaStr Annual 2018 in San Francisco. SaaStr is the popular blog/Quora entity that has morphed into a global community of B2B SaaS founders and executives—not to mention its role as a $90 million venture fund. It bills its annual conference as “three days and five stages” of amazing content and networking opportunities for professionals in sales, marketing, customer success, product, engineering, finance and operations.
Customer Service
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Customer Service
Check Your Customer Experience Score–Stat!
According to Forrester, the revenue impact from a 10% improvement in a company’s customer experience score can translate into more than $1 billion. How can you know the customer experience programs you’ve implemented are making customers happy? Research by Esteban Kolsky at thinkJar shows that only 1 out of 26 unhappy customers complain. The rest churn. In addition, 91% of unhappy customers who are non-complainers simply leave.
Customer Service
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Customer Service
2018—The Coming Evolution of the Customer Experience
2018 is here and we see several collaboration and visual engagement trends that will transform the landscape of the customer experience.
Customer Service
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Customer Service
2017 Reflection: A Transformative Year for Visual Engagement
In looking back at 2017, as I do every year, all I can say is wow, we’re seeing the culmination of a lot of work that has transformed the landscape of customer success through collaborative visual engagement!