Guided CX Insights

Nowadays, satisfying your customers is about providing more than just a great product or service. It’s about providing a great end-to-end customer experience (CX) – including outstanding customer service, courtesy of your website, app, and contact center.

We all know that customer service is challenging to get right. From the customer side of things, we’ve all experienced customer service fails – but what is causing those failures?

Today’s consumers expect businesses to be customer-centric and provide a stellar customer experience across all channels. With that in mind, organizations are increasingly investing in new technology to improve the customer lifecycle.

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.