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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
Customer support that cares: how Guided CX elevates the human connection
When’s the last time you felt genuinely cared for by customer support? If you're thinking too hard, you're not alone. Many of us have come to expect frustrating, impersonal experiences when we need help—endless phone trees, unhelpful chatbots, or agents who seem just as lost as we are. But it doesn’t have to be this way.
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Digital Transformation
Customer Service
Five Amazing Customer Engagement Facts
Visual engagement has become established as a major key to customer engagement. Here are five facts every management team should keep in mind.
Cobrowse
3 Ways Financial Organizations Use Cobrowse With Microsoft Dynamics 365
Glance for Microsoft Dynamics 365 gives customer service agents and account execs new powers to collaboratively visually engage with clients. Agents and customers connect simply by clicking on the Glance icon appearing on any Microsoft Dynamics contact, account, or other record. Glance is the only enterprise-grade visual engagement platform that instantly and connects agents using Dynamics, giving customers in an interactive view of online content anywhere, anytime, across any device.
Cobrowse
10 Must-Have Cobrowse Security and Privacy Features for the Financial Industry
Events like Finovate (NYC, September 11-14) bring attention to how important visual engagement tools – like cobrowse, screen share, and one-way video – have become to boosting customer satisfaction across financial institutions. That makes choosing the right cobrowse solution critically important. Cobrowse security and privacy features must be strong for the financial industry to invest in the solution.
Customer Loyalty
Hey Sales – Your Constituents Would Like to See You Now!
Hey sales teams, what do you call your constituents?
Cobrowse
The Ultimate Weapon in the Battle for Long-Term Customer Loyalty
Customer satisfaction and customer loyalty are the twin gateways to long-term revenue streams, follow-on business, and growth. As a result, they are key goals for every service organization. In a world where over forty percent of customers leave a business because of poor service and seventy-one percent don’t think companies take any action to keep their business it’s paramount to stay on best terms with your constituents.
Guided CX
See Glance Guided CX solutions in Action
View the many ways Glance can transform the experience of your digitally connected customers. Add Glance guided CX solutions to your existing apps and websites to create digital interactions with your customers that rival in-person meetings. Join customers in the app or website. See what’s on their screen. Deliver expert consultation. Guide customers to complete web and in-app transactions.
Cobrowse
Customer Service
When Do You Need to Use Humans Instead of Bots for Customer Service?
There’s a lot of talk these days about the power of the bot to transform the way we think about customer service. Bots augment customer service, providing more in-depth “self service” options for online customers.
Aberdeen Report on Visual Engagement: The ROI of Customer Experience Excellence
In today’s digital world, online consumers are smarter than ever. Offering numerous channels is no longer enough to satisfy them because they expect more. In fact, they demand nothing less than a first-class online customer experience.
Customer Service
Check Your Customer Experience Score–Stat!
According to Forrester, the revenue impact from a 10% improvement in a company’s customer experience score can translate into more than $1 billion. How can you know the customer experience programs you’ve implemented are making customers happy? Research by Esteban Kolsky at thinkJar shows that only 1 out of 26 unhappy customers complain. The rest churn. In addition, 91% of unhappy customers who are non-complainers simply leave.