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Insight

The Customer Service Landscape: 2015

Holly Chessman   02.24.15

The 2015 Customer Service Landscape

The search for the ideal customer experience has become a quest across all industries. These days, it’s all about providing the means for your customers to reach you on the channels they choose, and then treating customers with the respect and consideration they deserve. In return, customers are choosing to do business with companies that provide them with a consistently great experience – online and off. Those who can’t keep up are getting left in the dust. In the online world, providing this high level of customer experience can be challenging. With all the benefits that online transactions bring, there is

Insight

Customer Experience: Show Customers Love at Every Stage

Tom Martin   02.13.15

Customer Experience: Show Customers Love At Every Stage

Business-to-customer relationships parallel person-to-person relationships in the most basic way: everyone wants to be shown a little love. Single touch-points occur all the time. For example, you might need a cup of sugar from your neighbor. However, it takes multiple touch-points to develop a true relationship. For instance, before you call your neighbor your trusted friend, you might help him dig his car out of the snow, your children may play in each other’s yards, he might come to your barbecue, and so forth. Business-to-customer relationships are similar. Focusing all of your customer relationship energy on the sale may result

Insight

Financial Services Customer Engagement: Seeing Matters

Jo Klos   02.03.15

Financial Services Customer Engagement: Seeing Matters

Visual engagement. Enabling agents and customers to see the same thing at the same time – no matter where it resides. Seems great in theory, no? But how does it work in real-life situations? I work in customer service here at Glance, so I’m in contact with customers all day long. One of the great things about working in this capacity is that I get to be with our customers throughout their journeys, from the moment they begin considering how to get the most out of their Glance Panorama investment to the triumph they feel when they see the joy

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

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