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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

Insight

Top Four Reasons to Get Excited About Attending #Dreamforce – #DF14

Tom Martin   10.03.14

Get Excited!

I am really looking forward to Dreamforce 2014. Of course, it’s a great place to meet people on the cutting edge, who understand the value that integrating co-browsing, screen sharing, agent video and more can bring to their Salesforce.com implementations. But the show is so much more than just that, and it gets better every year. Here are the top four reasons I’m going to Dreamforce – and you should consider attending too. Access to a University Campus This will always be the best reason for going to Dreamforce. If Salesforce is critical to your business or if you are

Insight

Mind-blowing ROI Statistics to Make Your Business Case for Co-browsing, Screen Sharing and Agent Video

Holly Chessman   09.18.14

Mind-blowing ROI Statistics to Make Your Business Case for Co-browsing, Screen Sharing and Agent Video

Co-browsing, screen sharing and agent video are central to streamlining customer interaction. Personalization in online interactions causes customer satisfaction to skyrocket. At the same time, it significantly cuts company costs. Yet organizations may still have difficulty clearly articulating to decision makers why it should be a no-brainer to move visual engagement out of the “nice to have” column and into the “need to have” list. Real-life ROI statistics are powerful, making it easy to develop a solid business case for investing in an integrated co-browsing, screen sharing, and agent video solution. Take a look at the ROI statistics below and

Insight

Evaluating Tools for the Contact Center? Aim Small.

Tom Scontras   09.11.14

Contact Center Agent

Four central elements to keep in mind when building the business case for adding co-browsing, screen sharing, and other technology in the contact center. At Glance Networks, we constantly see clients seeking big gains in customer experience through new technology investment – in our case, through co-browsing and screen sharing. Yet these companies often encounter a variety of challenges around the “Proof of Concept” process. With that in mind, I’d like to pass along a few of the best practices that I’ve seen from organizations we’ve worked with first hand. Here are four elements that every project manager should consider

Insight

Co-Browsing and Screen Sharing: Are You Ready to Get On Board?

Sandy Tise   09.03.14

Co-Browsing and Screen Sharing: Are You Ready to Get On Board?

From Apple to Amazon, business leaders are using visual engagement solutions to bring sales, support, and customer experience to the next level. Solutions that integrate screen sharing, co-browsing, agent video, and more enable businesses to humanize the online experience in order to create stronger, deeper customer relationships. While some organizations have already embraced visual engagement, others are still evaluating how best to move forward. Here are eight critical questions to ask yourself in order to understand whether visual engagement is right for your business. If you answer “yes” to any one of these, it’s time to seriously consider adding visual

Insight

Ten Quotes to Inspire You to Amp Up Customer Experience

Holly Chessman   08.20.14

drawer32-optimized

As Tom Martin, Glance CEO, said in his epic blog post, we are migrating from customer service to customer care. No longer do we care only about assisting customers who are making a purchase or using a service. Now businesses are developing relationships that expand into the entire customer journey, encompassing the research, purchase, and post-purchase processes. Those companies that are able to expand their sights to include this broader process are those that will thrive in our current customer-driven economy. However, putting the customer first throughout is not a new concept. The most forward-thinking business leaders have always understood

News

The Future Starts Today: Glance Announces First Look and Visual Engagement Market Growth

Tom Scontras   08.11.14

ZendeskScreenshot

Glance launches “First Look”, an evaluation package that lets companies quickly understand the ROI achieved behind their visual engagement platform, Panorama. People have been dreaming about visual collaboration since the Jetsons. However, the concept is no longer science fiction, as online customers are demanding improved experiences today, making visual engagement a required reality for the customer service market. Consumers are driving amazing disruption that goes way beyond standalone phone and chat. In fact, major companies are adding visual engagement as part of their core offerings aimed at delivering critical brand experience advantage. For example, Salesforce’s SOS support service offers instant

Insight

Customer Care: Get Pissed Off!

Tom Martin   08.05.14

Angry man in audience

Change is hard. This is no less true in customer care than it is in any other aspect of life. It’s easy to mosey along, avoiding the potential hassle of diverging from the well-worn path. The status quo is comfortable. Why do anything differently? The fact of the matter is that the underlying belief in continuing with the status quo is the thought that “we’ve achieved all that we can.” You may give lip service to new ideas, but the reality is that you’re perfectly satisfied staying where you are. It’s good enough. But is it really? Read: Top Three

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