Customers don’t always leave with a bang. Sometimes, they just slip away.
No angry emails. No final phone calls. Just silence. In fact, over half of B2B customers send a cancellation notice out of the blue.
Maybe they got frustrated trying to complete a task. Maybe they felt lost on your website. Or maybe they simply didn’t feel like you had their back when they needed help most.
Whatever the reason, one thing is clear: churn often starts long before the customer actually walks away.
We tend to think customers leave because of price or competition. But more often than not, the real reasons are emotional:
In a world where every click counts, even a single bad experience can make someone hesitate. And hesitation leads to drop-off. Drop-off leads to churn.
When support is only available after something goes wrong, you’ve already lost part of the battle. Today's customers expect brands to anticipate their needs; not just respond to them.
They want guidance in the moment, not a chatbot link to a help center. A recent study found that customers expect strategic advisors, not just service providers.
That’s where guided customer experience (Guided CX) comes in.
Guided CX brings a human touch to digital interactions — right when customers need it most. Using technologies like cobrowsing, screen sharing, and in-the-moment engagement, support teams can see what customers see, help them complete tasks, and build real trust along the way.
It’s like placing a friendly, knowledgeable guide directly into your customer’s journey. No guesswork. No delays. Just help, exactly when and where it’s needed.
Here’s how human-guided digital support makes a difference:
When customers hit a wall, they’re more likely to give up than to reach out. Guided CX steps in proactively — helping users navigate complex processes like applications, onboarding, or checkout flows.
“Glance calls went so much better where the customer was feeling confident instead of frustrated.” - Senior director of customer operations, online marketing
People stay loyal to brands that feel human. With Guided CX, your team can instantly step in and help customers — not just solve problems, but reassure them with empathy and expertise.
“Customers would be so happy. Bankers have gotten chocolate, flowers, pictures, and a ton of thank-you notes. Customers are so thrilled with this service that it’s just been just an outstanding benefit to our brand.” - Principal product owner, banking
Guided CX isn’t just for handling issues after they’re reported. With the right integrations, agents can identify at-risk behaviors (like drop-offs or stalled forms) and offer help before the customer decides to leave.
“The customer impact is very positive. If you want happy customers that are successful, then Glance is a great product.” — Senior director of customer operations, online marketing
Self-service is great — until it isn’t. When customers get stuck or confused, there needs to be a seamless way to escalate to human support without starting over. Guided CX bridges that gap.
“From the customer satisfaction standpoint, we were able to consistently quantify about a 2-percentage point increase in CSAT for anybody that uses Glance. That really took us from a 97% type range to more of a 99% range.” - Senior director of customer operations at an online marketing organization
Preventing churn doesn’t have to be a mystery. Most customers give clear signals — if you’re looking for them.
Guided CX helps you be there in the moments that matter most. It turns drop-offs into conversions. Frustration into loyalty. And silence into real connection.
Because in the end, the best way to keep your customers is to guide them forward.
Request a demo and discover how Glance can help your team reduce churn and elevate the customer experience.