Guided CX Insights

Numbers, software features, even customer reviews can’t hold a candle to a genuine, first-time excellent customer experience. Not sure if that’s true? Let me explain what I mean.

The Internet has changed the face of customer service. Our conversations have evolved from in-person conversations to telephone communications, live chats, co-browsing, email, and video call. Because of this, businesses have to keep up with fast-paced technological advancements to ensure customer satisfaction with a product or a service.

Aberdeen research surveyed 215 organizations for its December 2015 study, Omni-Channel Customer Care: Best-in-Class Steps to Success. Among the companies surveyed, 59% indicated that they use visual engagement tools: tools and technologies that allow companies to visually interact with current and future customers through digital channels. Visual engagement tools include co-browsing, screen sharing, and video, such as those services Glance Networks provides.

In today’s uber-connected society, with an incredibly fragmented attention span, engaging all of the senses is critical to seize sales for brands. Customer service is usually at the crux of closing the online sale, yet is often delivered to customers in a stale, one-dimensional way – either on the phone, or through an online chat. Neither method is very engaging and can often lead to more misunderstandings and frustration on both ends.

You may be wondering why video is becoming such a popular customer service option.

The healthcare insurance industry is changing at a rapid pace. Each year brings with it a variety of new challenges, especially as providers respond to the increasing demands of regulations and the Affordable Care Act.

There are some things tech support never wants to hear: “I need assistance, but now I’m struggling to download your support solution just to receive the help you’re offering!”

We at Glance Networks are proud to announce that our Glance visual engagement solution has been honored for its exceptional innovation. As such, TMC, a global, integrated media company, has named Glance Panorama a 2016 CUSTOMER Product of the Year Award winner.

By providing online access, healthcare insurance companies can reach more people and be more convenient for customers.