Guided CX Insights

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.

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.

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.

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.

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.

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.

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.