Making customer experience management visual

Making customer experience management visual - Glance Networks co-browsing

Date Published

April 7th, 2016

Author

Holly Chessman

Category

Feature on Resource

Tags

Aberdeen, CEM, customer experience management, research, Visual Engagement,

Aberdeen research surveyed 215 organizations for its December 2015 study, Omni-Channel Customer Care: Best-in-Class Steps to Success. Among the companies surveyed, 59% indicated that they use visual engagement tools: tools and technologies that allow companies to visually interact with current and future customers through digital channels. Visual engagement tools include co-browsing, screen sharing, and video, such as those services Glance Networks provides.

Read: What is Co-Browse and How is it Different from Screen Share?

Visual customer experience management processes

In fact, Aberdeen’s research indicates customer experience management (CEM) is less about processes and technologies and more about creating an effortless experience that incorporates a humanized, visual interaction.

Our research shows that companies that use visual engagement in their CEM programs enjoy a wide array of benefits. These range from improved customer satisfaction to growth in company revenue, which are metrics that many companies use to gauge the effectiveness of investment in a new technology platform.

However, it’s important to note that we also uncovered three levels of maturity when it comes to successful visual engagement.

 

Join Us for a webinar on visual engagement

It is with that in mind that Aberdeen, in conjunction with Glance Networks, will be running a webinar on the subject of visual engagement.

Join us at 1pm EST on April 12th, when we will be presenting Aberdeen’s findings during a live webinar. In this webinar, participants will learn:

  • The “What” and “Why” of Visual Engagement
  • The Three Levels of Maturity in Visual Engagement Programs
  • How to Maximize Customer Satisfaction and Loyalty
  • The Importance of Integrating Technology Systems

During the event, you’ll also have a chance to share your questions on the topic. So come prepared to have your questions addressed.

Missed the event? No worries! Watch the video recording of the webinar.

About Glance Networks

Glance empowers companies to make doing business online easier and more personal through tightly integrated yet modular visual engagement solutions such as cobrowsescreen shareagent video, and more. Glance has out-of-the-box integrations with Salesforce, SAP, LiveOps, Zendesk and other solutions. In addition, our offerings integrate with a broad range of customer-facing platforms and tools to quickly provide a connection that is secure and always works.  Learn More>>>