Guided CX Insights

I am really looking forward to Dreamforce. Of course, it’s a great place to meet people on the cutting edge, who understand the value that integrating co-browsing, screen sharing, agent video and more can bring to their Salesforce implementations.

Cobrowse, screen share and agent video are central to streamlining customer interaction. Personalization in online interactions causes customer satisfaction to skyrocket. At the same time, it significantly cuts company costs.

Four central elements to keep in mind when building the business case for adding cobrowse, screen share, and other technology in the contact center.

From Apple to Amazon, business leaders are using visual engagement solutions to bring sales, support, and customer experience to the next level. Solutions that integrate screen sharing, co-browsing, agent video, and more enable businesses to humanize the online experience in order to create stronger, deeper customer relationships.

As Tom Martin, Glance CEO, said in his epic blog post, we are migrating from customer service to customer care.

Change is hard. This is no less true in customer care than it is in any other aspect of life.

Customers are still human beings. Sometimes, in this data-saturated world, it’s easy for companies to forget that obvious fact—especially with how quickly customer demands are evolving. But customers don’t forget it. And they expect companies to remember. Organizations that deliver a personalized, humanized customer experience, both online and off, are the ones that thrive.

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

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.