A commissioned study conducted by Forrester Consulting, The Total Economic Impact™ Of Glance Visual Engagement Platform, analyzes the cost savings and business benefits enjoyed by several organizations using Glance in their customer support centers. The interviewed organizations represent both B2B and B2C businesses with a strong online presence across a variety of industries. Each has a deep relationship with customers, yet had struggled in the past to elevate its support and service to desired levels.
Interviews with these organizations and analysis of their business outcomes uncovered some impressive findings:
- Glance customers reduced average handle time by an average of 10%, resulting in over $1.65 million in savings.
- Over $195K was saved through better first-time call resolution stemming from adopting Glance’s visual engagement technology.
- Increased revenue opportunities driven by higher customer satisfaction scores totaled nearly $226K.
These tangible benefits of humanizing customer engagements are accompanied by reports of several important unquantified benefits such as higher customer retention and improved employee satisfaction stemming from feelings of accomplishment in being able to help customers achieve their goals more successfully.
The Total Value of Guided CX Delivers Cost Savings
Forrester’s financial analysis found that a composite organization based on those interviewed can experience benefits of almost three million dollars over three years, with a net present value over two million dollars and an ROI of 396% with payback in less than 6 months.
Clearly, empowering reps to see, show, and guide customers in solving problems quickly leads to dramatic improvements and impressive ROI.
You can download the full Forrester study (updated in 2024), The Total Economic Impact™ Of Glance, now to find out how Glance delivers cost savings and boosts revenue.
