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The latest buzz from Glance

Insight

Ten Quotes to Inspire You to Amp Up Customer Experience

Holly Chessman   08.20.14

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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

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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

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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

Insight

Top Three Ways Companies Are Changing to Meet Customer Requirements

Tom Martin   07.16.14

TOP THREE-2

Customers are still human beings. Sometimes, in this day and age of mountains of data, it’s easy for companies to lose track of that seemingly obvious fact. However, the customers themselves will never forget it and they expect businesses to keep it top of mind. In fact, those organizations that provide a personalized, humanized customer experience – online and off – are those who will thrive and tower head and shoulders over the competition. Not sure where to start in order to provide the type of environment your customers crave? Here are three steps to keep in mind. 1. Blending

Insight

Coffee, Call Center Scripts and Customer Experience

Tom Scontras   07.08.14

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When you’re training call center agents on their new sales scripts, be sure to make genuine conversation, collaboration, and rapport top priorities. Scripts have their place, but the human connection trumps all in customer experience. Let me explain why this is high on my mind. I’m a loyal Starbucks customer for many reasons, but mostly for the great customer experience. Read: The Importance of Humanization in the Online Customer Experience  I have a routine.  My morning begins at Starbucks. Monday through Friday, between 7:20 and 7:30 AM, you’ll find me ordering the same thing every time: a tall Pike and a

Insight

The importance of humanization in online customer experience

Holly Chessman   06.30.14

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Having a great customer experience online is key for me. I have four children, one dog, five fish, a large garden, and of course I work. As you might guess, my “free” time is limited. I don’t want to spend ages dashing from business to business to run errands. So whether I’m using my laptop, my phone or my iPad, I do the majority of my business online. This is not to say I’ve never entered a brick and mortar store. I like the experience of being greeted with a smile as I enter an establishment. I appreciate when a

Apps

Glance Networks Announces Visual Engagement Solutions for Zendesk  

Tom Scontras   05.20.14

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Agents Can More Closely Collaborate With Customers to Streamline Service Interactions, Reducing Costs While Improving Overall Experience – Join the Webinar on June 5th and Learn More. Glance Networks, a leading provider of visual engagement, today announced a new partnership with Zendesk, a leading provider of customer service solutions. The offering combines powerful help desk applications with comprehensive visual engagement services, resulting in a dramatic improvement of customer experience. Co-browsing and screen sharing technologies provide a direct avenue to collaborate with clients, simplifying the process of moving issues from problem to resolution. Organizations whom have already deployed Glance services have

News

Glance and the Heartbleed security bug

Rich Baker   04.16.14

heartbleed help...

  What is Heartbleed? On April 8th, news broke about the “Heartbleed” bug, a serious vulnerability in open source security code used by about two-thirds of the web to secure communications over the Internet. The bug is present in a version of OpenSSL code released in December 2011.  It exposed the possibility of capturing information handled by a server using the vulnerable code.  An attacker could read chunks of memory in the server, potentially revealing data the server is trying to protect.  A good source for technical details about Heartbleed can be found at heartbleed.com. What parts of the Glance

Apps

Visual Engagement is so Zen(desk)

Tom Scontras   03.24.14

Visual Engagement is so Zendesk

On Friday Zendesk announced its most recent partner integrations as part of their Apps Marketplace, which we’re proud to say includes our fully integrated Panorama visual engagement solution, including co-browse, and screen sharing services. Visual engagement is the online frictionless process allowing customers and agents to instantly replicate a shared view of content, which naturally occurs in face-to-face settings. Specifically designed for sales, support and customer service environments, visual engagement is comprised of five core components: co-browse, screen share, agent video, mobile showcase, and metrics. A concurrent, real time, interactive view of content, regardless of where it resides (within a browser, in the

Insight

Customer experience or customer #Fbombs?

Tom Scontras   03.17.14

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No company actually wants to get #Fbombed on social media, however, it’s a harsh reality of the new digital world we live in. In researching social customer service, I’ve found some great posts like this one by Courtney Seiter – “The Complete Guide to Using Social Media for Customer Service“. “Fbombers” may be in the minority today, but are undoubtedly trendsetters, empowering the rest of us with hash-tag-prowess; an army of millions poised to call companies out (or worse yet, quietly leave for a competitor) when what they advertise – is not what they deliver. I really like how David

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