Spring is in the air — and while you might be thinking about clearing out closets or organizing the garage, there’s another area that could use some tidying up: your customer support strategy.
Let’s be real: digital customer experiences can get cluttered. Outdated processes, confusing self-service options, and siloed tools all add friction for your customers and your agents. But here’s the good news: with a little spring cleaning and the right approach, you can freshen things up and create smoother, more human support experiences.
Enter Guided Customer Experience (Guided CX)—your not-so-secret weapon for streamlining support and delighting customers.
What is Guided CX, anyway?
Guided CX brings a human touch to digital interactions. Think screen sharing, co-browsing, and real-time collaboration — helping customers navigate complex journeys without bouncing between channels or repeating themselves. Instead of just handing them a knowledge base article and hoping for the best, Guided CX lets your agents walk alongside customers in the moment.
It’s like GPS for customer support — direct, helpful, and frustration-free.
Signs your CX could use a spring refresh
If any of these sound familiar, it might be time for a cleanup:
- Customers abandon self-service halfway through
- You’re seeing the same questions over and over again
- First contact resolution (FCR) is trending in the wrong direction
- Call volumes are high, but satisfaction scores are low
- Your agents are spending more time explaining than solving
How Guided CX helps you declutter the journey
1. Fewer steps = happier customers
With Guided CX, customers get help right where they are. No need to open another tab, call a separate number, or wait on hold. That means fewer clicks, less confusion, and a better experience from start to finish.
2. Empowered agents, faster resolutions
When agents can see exactly what a customer sees and offer live guidance, it cuts down on guesswork and long back-and-forths. They can fix the problem fast — and teach the customer how to avoid it next time.
3. Better data, smarter decisions
Guided CX doesn’t just improve interactions—it gives you insights. What pages lead to confusion? Which steps cause drop-off? Use that intel to fine-tune your support journey and proactively solve issues before they escalate.
4. Seamless across channels
Whether your customers are reaching out via chat, phone, or app, Guided CX works within your existing systems to keep the experience consistent. That means no more disconnected conversations.
Ready to freshen things U=up?
Spring is the perfect time to reimagine how you support your customers. Guided CX gives your team the tools to work smarter — not harder — and your customers the experience they deserve.
Because when support is simple, clear, and personal, everyone wins.
So go ahead—declutter your CX. Your agents (and your customers) will thank you.
Want to see Guided CX in action? Book a Glance demo or learn more at Glance.cx.
