customer-service

Guided CX Insights

Track trends, get tips, and explore new ideas in Guided CX.

Featured post image

Customer Service

Guerrilla Tactics to Deliver Quick CX Wins

Originally published in CustomerThink.

Cobrowse

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

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

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

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

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

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

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!

Webinar

Our Financial Services Webinar Asks: Can Financial Online Collaboration Be Just As Good As An In-Person Meeting?

On December 7, 2017 at 2:00 ET, we will show how financial online collaboration can be just as good as an in-person meeting in our Balancing the Online Financial Experience webinar.