Blog
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
The future of customer support: how mobile collaboration enhances remote assistance
Most of us live, work, shop, and get help on our mobile devices. But when customers reach out for support on their phones, the experience can feel clunky: toggling between apps, repeating themselves, or struggling to explain what’s on their screen.
Read Now
Video
Salesforce
Cobrowse and Mobile Screen Share have changed the game for MINDBODY
“Am I designing a customer experience that addresses the different ways people think and feel when they solve problems?” That was the question that MINDBODY’s KC Duggan asked of the crowd gathered in the Pinnacle Theater at Dreamforce 2018.
Customer Service
News
Case Study
Glance Receives Innovation Award from Intuit
A few weeks ago, we received an invitation to Intuit’s Partner Summit from Kathleen Russell, Intuit’s sourcing manager. Each year, Intuit brings its top strategic partners together to share the company’s strategy and priorities and to learn how we can be better partners to each other. Together, we learned how we are making a positive difference in the lives of our customers.
Customer Service
CX
Guerrilla Tactics to Deliver Quick CX Wins
Originally published in CustomerThink.
Cobrowse
SaaS
Customer Service
Case Study
MINDBODY Uses Glance to Drive Higher Customer Satisfaction, Higher App Adoption
We’re very pleased to post another customer success story on our website: MINDBODY Leverages Glance to Drive Higher Adoption and Increased Customer Satisfaction.
Cobrowse
Education
Customer Service
What Do You Do When Cobrowse Isn’t Good Enough?
That may seem like a strange question coming from a tech guy at one of the leading cobrowse companies. Don't get me wrong, cobrowse is awesome! If you have a website, a SaaS app, or a hybrid mobile app, you should definitely consider using cobrowse to instantly help customers who are lost and/or confused. Cobrowse enables your agent to solve many customer problems, and it is so fast, effortless, and intuitive that it seems like magic.
Forrester Study Finds a 396% ROI from Implementing Guided CX
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.
Cobrowse
News
Glance Colocation Expansion Delivers Ever-improving Performance
Glance delivers its visual engagement solutions on an architecture built for scalability, high availability, security, and fast performance. But we never stop working to improve. Earlier this year we added new colocation facilities to deliver speedy performance and reliability for your users wherever on the globe they reside.
Call Center Metrics to Measure—Visual Engagement Department
Which call center metrics matter? That’s a perennial topic for customer experience and customer call center experts. For instance, we enjoyed Mark Dupuy’s recent blog post on the subject and thought it was worth taking a look at some important call center key performance indicators (KPIs) that are dramatically improved through outstanding visual engagement. Here are five key KPIs that a) should be measured and b) can be optimized by incorporating a world-class visual engagement platform.