Guided CX Insights

Originally published in CustomerThink.

We’re very pleased to post another customer success story on our website: MINDBODY Leverages Glance to Drive Higher Adoption and Increased Customer Satisfaction.

That may seem like a strange question coming from a tech guy at one of the leading cobrowse companies. Don't get me wrong, cobrowse is awesome! If you have a website, a SaaS app, or a hybrid mobile app, you should definitely consider using cobrowse to instantly help customers who are lost and/or confused. Cobrowse enables your agent to solve many customer problems, and it is so fast, effortless, and intuitive that it seems like magic.

According to a recent Forrester TechRadar™ Video Technologies report, companies are using visual engagement solutions as a key component in a wider overall video technology landscape through which to reach employees, prospects, and existing customers. Based on a survey of over 18,000 decision makers involved in planning, funding, and purchasing business and technology products and services, the report details fifteen separate video solutions that span a wide spectrum, including webcasting to drive lead generation, video conferencing to speed time-to-market, and visual engagement (includind one-way and face-to-face video, screen sharing, cobrowsing, and annotating) to help clients and prospects in service-related scenarios.

The Glance team had a great time participating at this year’s SaaStr Annual 2018 in San Francisco. SaaStr is the popular blog/Quora entity that has morphed into a global community of B2B SaaS founders and executives—not to mention its role as a $90 million venture fund. It bills its annual conference as “three days and five stages” of amazing content and networking opportunities for professionals in sales, marketing, customer success, product, engineering, finance and operations.

According to Forrester, the revenue impact from a 10% improvement in a company’s customer experience score can translate into more than $1 billion. How can you know the customer experience programs you’ve implemented are making customers happy? Research by Esteban Kolsky at thinkJar shows that only 1 out of 26 unhappy customers complain. The rest churn. In addition, 91% of unhappy customers who are non-complainers simply leave.

2018 is here and we see several collaboration and visual engagement trends that will transform the landscape of the customer experience.

In looking back at 2017, as I do every year, all I can say is wow, we’re seeing the culmination of a lot of work that has transformed the landscape of customer success through collaborative visual engagement!

On December 7, 2017 at 2:00 ET, we will show how financial online collaboration can be just as good as an in-person meeting in our Balancing the Online Financial Experience webinar.