customer-service
Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
AI + human = the winning formula for trust in customer experience
AI can do a lot. It can automate workflows, personalize interactions, and even predict customer needs. But when it comes to trust, humans still play the leading role.
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Customer Service
Customer Success – Discovering the Missing Piece
We all know that customer service is challenging to get right. From the customer side of things, we’ve all experienced customer service fails – but what is causing those failures?
Customer Service
How to Get the Fastest ROI From Your Customer Service Technology Investment
Today’s consumers expect businesses to be customer-centric and provide a stellar customer experience across all channels. With that in mind, organizations are increasingly investing in new technology to improve the customer lifecycle.
Customer Service
Key Customer Support Metrics That Drive Growth
Customer support metrics are completely useless if you don’t know how to interpret them, or why you have them. Yet in customer service, seconds can mean the difference between crippling churn and high lifetime value.
Cobrowse
Customer Service
8 New Cobrowse Features You Won’t Want to Miss
Visual engagement uses technologies such as cobrowse features, one-way agent video, and screen share to take the next step in online customer interactions. Adding visual tools to your voice or chat conversation brings personalization and understanding to the conversation.
Video
Customer Service
How to Make a Powerful Nationally Televised Customer Story
Recently, I had the pleasure of participating in the making of a powerful, nationally televised customer story. Glance and Intuit worked together to document some of the highlights of our partnership and the ways in which Intuit was guiding its customers with outstanding service. It was a great opportunity to capture some of the amazing feedback we had received from one of our customers, cement connections, and even share a few laughs.
Cobrowse
Customer Service
5 Helpful Cobrowse Articles to Boost Customer Loyalty
Looking for some great cobrowse articles to get you started on your journey? Search no more! It’s all here for the taking.
Customer Service
How to Beat Paralysis and Find the Most High-Value Customer Experience Solutions
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?
Customer Service
Mastering the Service Journey Map: Your Essential Guide for Success
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.
Customer Service
How To Hire a Retail Customer Service Employee That Clients Love
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.