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Guided CX Insights

Track trends, get tips, and explore new ideas in Guided CX.

Beyond words: elevating live chat with Guided CX

Live chat and Guided CX are a dynamic duo that's transforming customer interactions across various industries. Live chat serves as the frontline of communication, offering customers instant access to assistance. It's fast, convenient, and favored by consumers. However, sometimes words alone aren't enough. That's where Guided CX steps in, enriching live chat with visual and interactive elements. In this post, we’ll explore how this synergy is reshaping how companies connect with their customers and enhancing the overall customer journey.

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Coffee, Call Center Scripts and Customer Experience

When you’re training call center agents on their new sales scripts, be sure to make genuine conversation, collaboration, and rapport top priorities.

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The Importance of Humanization in Online Customer Experience

Having a great online customer experience is key for me. I have four children, one dog, five fish, a large garden, and of course I work.

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News

Visual Engagement is so Zen(desk)

On Friday Zendesk announced its most recent partner integrations as part of their Apps Marketplace, which we’re proud to say includes our fully integrated Panorama visual engagement solution, including co-browse, and screen sharing services.

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Customer Service

Are your customer service agents better than my smartphone?

Part of my job is to research customer service, online commerce, and the ongoing technology investment required for retailers to make the jump from offline to online. You see it everywhere from customer service agents to the customers themselves – we’re truly on the verge of amazing change.

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Retail’s Great Digital Divide

I’ve come away from the last 2 weeks of mega retail events (NRF14 and OR14) with a very clear impression—there is an ever-widening crevasse forming between retailers and their frenemies in manufacturing. In fact, retail’s great divide keeps growing.

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News Salesforce

Glance Networks Announces Visual Engagement Platform for Salesforce.com’s Service Cloud

The Only Comprehensive Suite That Lets Customers Visually Collaborate With Agents to Improve Online Shopping and Customer Service Experiences ARLINGTON, MA–(Marketwired – Nov 20, 2013) – Glance Networks, a provider known for its simple and secure cobrowsing, screen sharing and agent video solutions, today announced the availability of Glance for Service Cloud, a new platform that provides comprehensive visual engagement services designed to dramatically improve the online customer experience.

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News Salesforce

Glance Networks Announces Visual Engagement Platform for Salesforce.com’s Service Cloud

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Customer Service

When it Comes to Customer Service, the Customer is Not Always Right

Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business.

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