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Glance yields higher returns for CSAT and digital transactions at Axos Bank

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Large bank delights customers by bringing the human touch to their digital experience

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MINDBODY lifted customer satisfaction & product adoption with Glance.

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Customer Retention

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MINDBODY lifted customer satisfaction & product adoption with Glance.

MINDBODY is the world's leading wellness services online marketing place and software platform
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What call centers need, according to top experts

We had the privilege to tap into the minds of proven contact center experts for Q&A sessions where they shared tips they’ve learned over the combined 50+ years of experience in the field. In this eBook, we’ve wrapped up a high-level overview of the key takeaways from these discussions.
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Digital Transformation

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Bringing human CX to digital spaces

About this talk When it comes to helping customers meet their goals in your digital spaces, nothing beats real human connections. Glance connects your agents with your customers, face to face and right in your company’s website or app, as a seamless part of your digital customer journey.
Jill Newberg Ron Scott
Webinar Speakers
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How Constant Contact transforms service centers with Glance

How Constant Contact uses Glance Constant Contact, a SaaS-based email marketing solution company, has always placed a high value on customer care. They recognize that happy and successful customers are loyal customers, and that each touch point provides an opportunity to deepen the customer relationship. Constant Contact has used Glance since 2005. Customer support agents can launch a sharing session with one click, view the customer’s screen, instantly understand the problem, and guide them to a speedy solution. Glance sessions are proven to drive measurably higher First Call Resolution (FCR) and higher Customer Satisfaction (CSAT) scores. In 2016, Constant Contact began an initiative to take advantage of these high CSAT moments. They realized that customer support calls with a positive outcome — and the resultant spike in CSAT — represented a perfect opportunity to cross-sell and up-sell related products and services to happy customers. Agent KPIs now include recommending up-sell options, acceptance rate, and revenue contribution. A multi-pronged approach To breathe life into this initiative, Constant Contact embarked on a comprehensive strategy that incorporated in-depth training combined with innovative technology. The company’s service agents were taught to identify which customer interactions were, indeed, sales opportunities and, of those, which were appropriate for up-selling products and consulting services. Along with its focus on training and data analytics, Constant Contact understood it needed to implement robust technology that would enable its agents to elevate the level of personal service they could deliver. Delivering exceptional service leads to the “high-CSAT moments” to which Kenny refers. These are perfect moments for up-selling. The company consulted its long-time partner and industry leader in visual engagement solutions, Massachusetts-based Glance Networks. The idea was to understand how Glance can help Constant Contact leverage its co-browse and screen share capabilities — which have demonstrably increased its CSAT scores — to convert customer touch points into revenue opportunities.
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Large bank delights customers by bringing the human touch to their digital experience

Taking the in-branch experience digital Amid the COVID-19 pandemic shutdown in 2020, safe social distancing measures meant moving the in-branch experience to the digital environment for both bankers and customers. Loan officers and tellers had to transition their interactions from in-person to online. The need for innovation became the “Aha” moment for leaders in the Omnichannel and Online Strategy departments. They quickly decided to empower their in-branch tellers and business banking teams with visual engagement tools such as cobrowse and screen share. With one simple click of a button, business banking team members were able to join customers in the online application and help small businesses file for Payroll Protection Program (PPP) government loans. Glance Agent Video was added to the mix. Agent video lets the customer see a live video stream of the bank staff member who is helping them with their digital transaction. An omnichannel approach to the online banking experience Bankers and service reps in the call center are able to instantly launch Glance Cobrowse sessions to join the customer in the browser, see the web page, and guide customer navigation. By creating an omnichannel approach to their online banking experience, this large bank was able to retain current customers and focus on the growth of new customers. Their high-touch “do it with me” approach with cobrowse and screen share has helped bank staff to provide real-time assistance to retail customers and small businesses as they navigate through the app. Glance’s visual engagement tools were a part of their PPP strategy, which provided over seven billion dollars in loans.
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Glance Makes Customer Consultations Less Taxing for Intuit

Anyone who has ever filed a tax return on their own can sympathize with being stuck and confused. But taxpayers who use TurboTax® from Intuit experience a level of hands-on collaboration that can change everything. The tax preparation software market is crowded with low-cost and free competitors. Intuit is determined to win and keep customers based on premium service and customer confidence that Intuit is helping them to receive the maximum allowable tax refund.
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How top banks are driving customer loyalty by personalizing digital banking experiences

Download the eBook to learn how banks are using Guided CX to:
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Best practices in CX measurement

Improve customer experience in your digital spaces. Download the infographic to learn:
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Guided CX

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Beyond words: Elevating live chat with Guided CX

About this talk Live chat is fast, convenient, and the leading digital contact method for today’s consumers. It’s usually effective and efficient for both participants…until it isn’t. Live chat still relies on the ability to clearly communicate in a written medium, which is perfect for fast, simple, unmemorable interactions.
Heather Nightingale Chris Duncan
Webinar Speakers
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Power personal connections in mobile apps with Glance

About this talk When it comes time to seek help in your website or app, customers love chat. And they love it even more when it’s quick, convenient, and personalized.
Jill Newberg Matt Wheeler
Webinar Speakers
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Add the human touch to web-based chat with Glance

About this talk When it comes time to seek help in your website or app, customers love chat. And they love it even more when it’s quick, convenient, and personalized.
Jill Newberg Matt Wheeler
Webinar Speakers
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Guided CX: Why visual engagement apps should be in your portfolio

About this talk During this webinar, Metrigy CEO and Principal Analyst Robin Gareiss will discuss why contact centers must have three key capabilities: video, co-browsing, and screen sharing. She will cover the following:
Robin Gareiss
Webinar Speakers
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How Constant Contact transforms service centers with Glance

How Constant Contact uses Glance Constant Contact, a SaaS-based email marketing solution company, has always placed a high value on customer care. They recognize that happy and successful customers are loyal customers, and that each touch point provides an opportunity to deepen the customer relationship. Constant Contact has used Glance since 2005. Customer support agents can launch a sharing session with one click, view the customer’s screen, instantly understand the problem, and guide them to a speedy solution. Glance sessions are proven to drive measurably higher First Call Resolution (FCR) and higher Customer Satisfaction (CSAT) scores. In 2016, Constant Contact began an initiative to take advantage of these high CSAT moments. They realized that customer support calls with a positive outcome — and the resultant spike in CSAT — represented a perfect opportunity to cross-sell and up-sell related products and services to happy customers. Agent KPIs now include recommending up-sell options, acceptance rate, and revenue contribution. A multi-pronged approach To breathe life into this initiative, Constant Contact embarked on a comprehensive strategy that incorporated in-depth training combined with innovative technology. The company’s service agents were taught to identify which customer interactions were, indeed, sales opportunities and, of those, which were appropriate for up-selling products and consulting services. Along with its focus on training and data analytics, Constant Contact understood it needed to implement robust technology that would enable its agents to elevate the level of personal service they could deliver. Delivering exceptional service leads to the “high-CSAT moments” to which Kenny refers. These are perfect moments for up-selling. The company consulted its long-time partner and industry leader in visual engagement solutions, Massachusetts-based Glance Networks. The idea was to understand how Glance can help Constant Contact leverage its co-browse and screen share capabilities — which have demonstrably increased its CSAT scores — to convert customer touch points into revenue opportunities.
Read Now

Glance yields higher returns for CSAT and digital transactions at Axos Bank

How Axos Bank uses Glance With Glance, Axos bankers can see exactly what an account holder sees on their screen as they navigate the online banking app. Agents can guide customers through a number of transactions, including bill payments, fund transfers, and the completion of applications for bank products like mortgages and personal loans. Glance collaboration sessions can be launched easily by the banker, and Glance requires no download from the customer. It is a frictionless experience for the banker and the customer that works with any computer or mobile web browser the customer might be using. Glance is engineered to comply with the strictest security and privacy standards of financial services companies. Sensitive personal information in the customer’s online banking account can be masked from the view of the banker. Glance encrypts all transmitted data and employs enterprise-class SSO. How did we do it? “Human interaction, especially when it’s related to finance, is an inherently emotional and sensitive topic,” said Jonathan Crane, senior vice president of Axos’ Centers of Excellence. “Our goal is to meet our clients in the way they best prefer to interact. Sometimes they do need that higher touch connection.” The technology, provided by Glance, is a Javascript tag that’s coded into the online banking portal that lets customer service agents see exactly what an account holder sees on their screen as they peruse the bank’s website. Its bankers can “co-browse” with customers and guide them through a number of transactions. Once screen sharing is enabled, the banker can use their cursor to direct customers where they need to click in their account to initiate a transaction, find information, or enter sensitive information. On their end, the banker never sees any sensitive financial details that a customer enters into a specified field. Before a connection is made, the lender will alert the customer about exactly what the banker has access to and can view in the account. For further assurance, the banker can initiate a one-way video feed that shows the customer they’re being attended to in real time. Unlike IT remote access, however, Axos’ representatives do not have the ability to initiate or complete any transactions on behalf of the customer.
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MINDBODY lifted customer satisfaction & product adoption with Glance.

MINDBODY is the world's leading wellness services online marketing place and software platform
Read Now

Glance Makes Customer Consultations Less Taxing for Intuit

Anyone who has ever filed a tax return on their own can sympathize with being stuck and confused. But taxpayers who use TurboTax® from Intuit experience a level of hands-on collaboration that can change everything. The tax preparation software market is crowded with low-cost and free competitors. Intuit is determined to win and keep customers based on premium service and customer confidence that Intuit is helping them to receive the maximum allowable tax refund.
Read Now

Beyond words: Elevating live chat with Guided CX

Live chat is fast, convenient, and the leading digital contact method for today’s consumers. It’s usually effective and efficient for both participants…until it isn’t. Live chat still relies on the ability to clearly communicate in a written medium, which is perfect for fast, simple, unmemorable interactions. But when people need more guidance on a website, in a portal, or within a SaaS application, reps need a way to get to clarity faster and advance the interaction to meet their customer’s goals. That’s when elevating live chat experiences with Guided CX from Glance comes in. In this webinar, we’ll showcase why and how companies are pairing Glance Guided CX with live, web-based chat. In our demonstration, you’ll learn how:
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AI, humans, and customer experience: 2024 trends in Guided CX

Download the eBook to learn how banks are using Guided CX to:
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The Total Economic Impact™ Of Glance Guided CX

Glance Guided CX found to enhance customer service operations, reduce costs, and drive revenue in a study commissioned by Forrester Consulting.
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10 powerhouse customer service stats every CX leader needs to know

We’ve compiled 10 relevant (and surprising!) stats that illustrate today’s evolving customer service landscape. These statistics will help you better understand your dynamic role – and make informed decisions that delight customers and ignite growth. Download the infographic to learn the 10 customer service stats you need to know.
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Join your customers inside your digital spaces

Set your digital customer experience apart from the rest with Glance Guided CX.