Dreamforce never disappoints, and DF ‘17 was, as usual, the perfect venue to demonstrate the importance of better visual engagement in achieving superior online customer experiences—and the business value of Glance.
Salesforce’s growth and world-wide success stems from its strong ecosystem of customers, partners, and employees. We met a steady stream of attendees at our booth, made many new friends, and showed a lot of people how to achieve, simple, secure visual engagements with their customers.
This year’s Dreamforce made it abundantly clear that the world is indeed experiencing a wave of innovation and technology. This “Fourth Industrial Revolution” is radically changing economies, societies, and the daily lives of billions. Technologies like artificial intelligence, robotics, and the Internet of Things (IoT) are enhancing products and systems in ways that transform the customer experience. Salesforce predicts that “the Salesforce Economy” will drive creation of 3.3 million new jobs and more than $859 billion in new business revenues worldwide by 2022, while also transforming customer expectations.
Savvy, connected, always-on customers expect seamless experiences from every company they engage with. As Salesforce Chairman and CEO, Marc Benioff, pointed out in his keynote presentation, instead of feeling more connected with customers, some businesses are feeling increasingly out of touch.
As companies like MINDBODY have discovered, Glance visual engagement creates a more collaborative, natural interaction with customers online, improving customer satisfaction (and loyalty) while reducing the number of support contacts and increasing agent productivity.
In the larger context, Salesforce announced a major new partnership that will deliver smarter, more collaborative experiences for customers: it will integrate Sales Cloud and Marketing Cloud with Google Analytics 360 and G Suite. The goal is to understand customer needs, solve problems, and identify opportunities to help on a single platform that’s always accessible from anywhere.
Visual engagement tools play a crucial role at the most important point of contact: online customer interaction. Companies that are able to make online interactions simple, powerful, and productive will feel closer to customers and reap the rewards of consumer goodwill.
Dreamforce 2017 showcased the evolving roadmap for customer support in the Fourth Industrial Revolution. Our Glance team is thrilled to be a part of it, and look forward to helping companies everywhere revolutionize their real value at the crucial point of customer contact.
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Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business.