Guided CX Insights

In the enterprise world, it’s easy to become paralyzed with the number of customer experience solutions available. How do you decide where to invest?

If you’re a business owner or manager, then you likely already know why great customer service is imperative to the success of your business.

We’ve all been stuck on the end of a support call after a thirty minute on-hold wait, only to be met with a less-than-enthusiastic retail customer service employee. This sort of experience doesn’t make us feel great as customers and it certainly won’t drive us to call back in the future.

Customer experience trends change from year to year.

There’s no doubt that Customer Support is a noble profession. The entire goal of SaaS Customer Support is helping people be successful, teaching them new skills, and solving their problems. When confused customers reach out with problems they can’t figure out, it feels great to turn things around and send them back with a smile.

Remember 5-6 years ago when having a great mobile customer experience was optional? Yeah, us too. These days, a mobile experience that’s polished, intuitive, and customer-minded is essentially the bare minimum.

Today’s SaaS startups face so many challenges. It takes more than hard work to get a business going. Luck plays a role. Restless days. Sleepless nights. Stressful meetings. Nervous pitches.

Co-browsing and screen sharing are types of visual engagement software. they allow a customer service agent to share an online view with customers. Agents can walk customers through your website, a demo, or even though a process such as ordering or filling out a form. Agents can also highlight important links or information or even take control of the customer’s screen. And customers’ private information can be masked so they can work with confidence.

Ah, the joys of working with remote tech support.