Guided CX Insights

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.

ReadyTalk wrote an article stating that the #1 enemy of online conferences is poor audio quality. We’ve all experienced static, loud background noise, or echo on a call. Not only is it distracting, but it can throw an entire business meeting off course.

The Internet has changed the face of customer service. Our conversations have evolved from in-person conversations to telephone communications, live chats, co-browsing, email, and video call. Because of this, businesses have to keep up with fast-paced technological advancements to ensure customer satisfaction with a product or a service.

You may be wondering why video is becoming such a popular customer service option.

Communication – online or offline – is important in any business, especially when interacting with potential clients. It’s the foundation for gaining consumer trust and forming lasting relationships. After all, successful collaboration stems from clear and effective communication.

While some processes lend themselves to self-service online, others require a more personal touch. Visual engagement – the use of cobrowsing, screen sharing and agent video solutions – is a key part of the humanization of online customer service.

Cobrowse, screen share and agent video are central to streamlining customer interaction. Personalization in online interactions causes customer satisfaction to skyrocket. At the same time, it significantly cuts company costs.