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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
CX Week: honoring the teams driving customer success
Happy Customer Experience Week! Customer experience is more than just a buzzword—it’s about creating seamless, personal connections. And that’s what drives us every day here at Glance. Our mission is simple: to power personalized, guided support when it’s needed most. While digital channels are fantastic for many tasks, there’s something irreplaceable about real human expertise stepping in at just the right moment. That’s why we’ve built our Guided CX solutions to ensure every experience feels personal, seamless, and empowering.
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Customer Service
Customer Service
4 Ways to Make Technical Support Easier
As a customer, your goal when buying a new technology is simple: you want it to work as promised. You want the experience to be easy and straightforward, and you want the technology to provide you with the benefits you were offered during the selling process.
Customer Service
Customer Service
Ten Tips for Stellar Online Customer Service
Customer support can be a costly proposition to companies. However, providing a solid online customer service structure will stop customer erosion and add long-term repeat customers.
Scoring the Customer Experience: NPS vs CSAT vs CES
Customer experience is a phrase that is frequently tossed around. According to the White House office of Consumer Affairs, on average, loyal customers are worth up to 10 times as much as their first purchase. So it’s clear that it’s worthwhile to put in the effort to make customers are happy. But how do you know the customer experience programs you’ve implemented meet your goals?
Customer Service
Customer Service
The Online Customer Service Landscape
The search for the ideal customer experience has become a quest across all industries. These days, it’s all about providing the means for your customers to reach you on the channels they choose, and then treating customers with the respect and consideration they deserve.
Cobrowse
Cobrowse
Customer Service
Customer Experience: Show Customers Love at Every Stage
Business-to-customer relationships parallel person-to-person relationships in the most basic way: everyone wants to be shown a little love. In business, that translates into providing a great customer experience.
Cobrowse
Healthcare
Healthcare
Cobrowse
SaaS
Financial Services
Top 10 Visual Engagement Use Cases You Need to Know
Visual engagement—the integrated experience of cobrowse, screen share, and agent video—is revolutionizing the online customer experience.
Customer Service
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.
Cobrowse
Cobrowse
Customer Service
Grow Customer Satisfaction by Practicing Respect
If you respect your customers, they are more likely to respond positively to you and you will increase customer satisfaction.