Guided CX Insights

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.

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.