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Insight

The Shocking ROI of Improving Customer Service

Holly Chessman   01.20.15

The Shocking ROI of Improving Customer Service

Vastly shorter call handling time. Hugely improved performance around first call resolution. Radically fewer support calls. All from improvement in customer service. Does this sound like a pipe dream? It’s not. The Customer Service Problem Glance Networks recently worked with a SaaS company that catered to a broad range of customers, from tech-savvy to not, young folks to seniors. Clients frequently would have questions or issues that they couldn’t easily explain. These clients would call agents for assistance, but it was often difficult for the agents to explain how to remedy issues. The result was that clients would call multiple

Insight

The Striking Benefits of Seeing Eye-to-Eye: Top 10 Visual Engagement Use Cases of 2014

Sandy Tise   01.13.15

The Striking Benefits of Seeing Eye-to-Eye: Top 10 Visual Engagement Use Cases of 2014

Visual engagement – the integrated experience of cobrowsing, screen sharing, and agent video – is revolutionizing the online customer experience. We have all seen the way that Amazon and Apple have delivered humanized, personalized interactions through “virtual specialists” who guide customers through complex procedures with the click of a button. These leaders in the visual engagement space have produced customer experiences that leverage technology and thoughtful design to create competitive differentiation, deliver growth through loyal customers, and recruit newcomers who are looking for a compelling service. Cobrowsing and screen sharing are rapidly being adopted by other organizations as well, to

Insight

When it Comes to Customer Service, the Customer is Not Always Right

Tom Martin   01.07.15

When it Comes to Customer Service, the Customer is Not Always Right

Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business. Now there’s nothing wrong with going out of your way to make their customers happy. Creating a good customer experience has become a differentiator that can make or break your business, in particular when it comes to online and mobile activities. The danger is not recognizing the point when you’ve gone too far. Customer care is a vital

Insight

Grow Customer Satisfaction by Practicing Respect

Holly Chessman   12.10.14

Grow Customer Satisfaction by Practicing Respect

If you respect your customers, they are more likely to respond positively to you. That sounds pretty simple and straightforward, right? However, it’s not always easy to find the right mix of respectful interaction that will work for both you and your customers. While perhaps not every company will achieve glowing satisfaction ratings like Zappos or the Ritz (though every company should try), there are at least a few basics that you can follow. Let Me Do It The most basic way to respect your customers is to start with the assumption that they can answer at least some of

Insight

Customer Experience Lessons from Buddy the Elf

Tom Scontras   12.03.14

Customer Experience Lessons from Buddy the Elf

Wouldn’t it be great if all customers were like Buddy, the naive character played by Will Ferrell in the popular holiday movie “Elf“? Our world would be completely perfect, as demonstrated in this scene where Buddy stumbles on “The World’s Best Coffee.” Even though the coffee being offered in the clip is clearly sub-par, the sign next to it says it’s the “World’s Best”, so Buddy thinks it must be. He’s the perfect customer – he believes everything he reads! “Truth in comedy” is a commonly used term. It means that the funniest things in comedy are based on our everyday reality. It

Insight

Ten Ways to Say Thanks to Your Customers

Holly Chessman   11.25.14

10 Ways to Say Thanks to Your Customers

There are many reasons for businesses to be thankful to their customers during Thanksgiving, over the holiday season, and throughout the year. First and foremost, without customers, a business can’t exist! Customers are what give a business hope. They energize us. They motivate us and inspire us to perform even better than before. If we listen to them, they will provide us with guidance on ways to improve our offerings and elevate our businesses to even greater heights. For this, they deserve our constant thanks. Read: The Importance of Humanization in the Online Customer Experience There are numerous and varied ways

Insight

What is Cobrowsing?

Holly Chessman   11.17.14

What is Cobrowsing?

Visual engagement is a term that refers to the practice of using technology to make customers feel as though there were a person in the room with them, guiding them through online processes. Agents can instantly see customers’ screens and take customers through complex transactions, processes, forms, demos, and more. While chat and phone support can be good starting places for providing a humanized customer experience, visual engagement takes the situation to the next level, bringing true efficiency and effectiveness of customer interactions. Cobrowsing and screen sharing are the two key technologies that are used to enable organizations to achieve

Insight

10 Stunning Customer Experience Facts

Holly Chessman   10.28.14

Great Customer Experience

Wondering if investing in creating a great customer experience is worth it? I can tell you from a personal point of view that I’m more likely to purchase from a company that offers me a fantastic customer experience. In fact, I’d go so far as to say I’d pay more for something if I knew it was going to be an above average experience, and I’d both bring repeat business and recommend the company to my friends. You don’t have to take my word for it, though. Research shows that others feel the same way I do. Take a look

News

#Bump4Bucks to Benefit 1 Million Meals at #DF14!

Tom Scontras   10.11.14

Fist Bump #Bump4Bucks

We’re thrilled to be headed to our 5th Dreamforce on Monday – its an amazing venue, in a gorgeous city! One of the things we find most admirable about our partner Salesforce.com, is that amongst this massive event that celebrates its customers incredible achievements, they ALWAYS give back to the greater good of the community. Every year there are many opportunities to volunteer and donate to wonderful causes. You can see the complete charitable list and associated events here -http://www.salesforce.com/dreamforce/DF14/giving-back.jsp  “Come to Dreamforce can in hand. Just announced, Marc Benioff and Tony Robbins will each match 1 million meals if we

Insight

LiveOps Continues to Elevate the Customer Experience with LiveOps Visual and LiveOps Visual Advantage

Tom Scontras   10.09.14

Glance and LiveOps Partner

New Standalone and Salesforce-Integrated Solutions Allow Agents to Co-Browse and Screen Share a Desktop, Making Personalized Service and Support Faster and Easier REDWOOD CITY, CALIF. – October 9, 2014 – LiveOps, Inc., the global leader in cloud contact center and customer service solutions, today announced the immediate availability of LiveOps Visual and LiveOps Visual Advantage, powered by Glance Networks, the leading provider of visual engagement. LiveOps Visual, a standalone co-browsing and screen-sharing solution, and LiveOps Visual Advantage, integrated with the Salesforce desktop, blend visual engagement with voice, chat and mobile capabilities for a true multichannel customer experience that helps deliver

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