You know that visual engagement is a critical component of your customer engagement strategy. You’ve even integrated Glance Cobrowse with your Salesforce solution to create a customer experience powerhouse. But is there more you can be doing with your Glance Cobrowse for Salesforce implementation to achieve the ROI you’re looking for?
We’ve handled hundreds of visual engagement integrations into Salesforce over the years and learned a thing or two in the process. Here are some best practices we’d like to share with you so you can reduce customer and agent effort and delight customers today.
1. Design for success
Plan out the design of your customer engagement model so you can deliver a spectacular experience for customers. Planning ahead will also help you clarify how agents how can use visual engagement from within Salesforce.
The first thing to consider are your customer personas. For example, some people may be power users while others may still be beginners. Once your personas are more fleshed out, you can then map out the customer journey in more detail, understanding at which points customers will need to contact you.
After figuring out where in the journey they will contact you, you need to consider how they will contact you. For example, you can set up your website so that customers who want help from a customer service agent can select from options, including:
- Send us email
- Have an agent call me back
- Chat with an agent
Then, once contact has begun, do you want to immediately launch into a cobrowse experience (like the Amazon Mayday experience)? Or do you want your agents to decide when to start a cobrowse session?
The former is the best option for eliminating any friction. Customers and agents can immediately jump into a relevant point in the conversation. You eliminate unnecessary questions (like, “Where are you on the website?”). With one click, the agent sees what the customer sees and initiates a conversation backed by CRM intelligence.
The customer record is presented so you can initiate intelligent conversations with the click of a button
2. Tune your Glance Cobrowse for Salesforce solution
We’ve tested and deployed cobrowse for Salesforce on a huge number of websites. If there’s one thing we can say, it’s that no two websites are ever the same. That uniqueness can be a great thing. It can also pose challenges for ensuring that your visual engagement implementation works smoothly.
Take the time to QA your Glance Cobrowse for Salesforce implementation to make sure that everything is working as you want it to. For example, make sure:
- All fonts are the same
- All your content is tagged
- Proper fields/forms/buttons/objects are masked
- You have optimized network settings for top performance
The Glance Customer Success team will work with your team to tune your solution. Once the tuning process is complete, Glance Cobrowse will work seamlessly across all enabled pages in your website and all environments, from the desktop to mobile devices.
3. Train and measure your agents
OK, now the technology is ready to go. It’s time to think about how your agents will regard this new solution.
It’s hard to gain traction on the use of any new tool if appropriate expectations are not clearly stated at the outset. Let your customer service agents know that you’re adding cobrowse for Salesforce to transform business process and achieve greater ROI. Explain that by adding the visual connection, you will make it easier for both parties to understand and fix issues.
Then let your team know the standards for how you expect agents to use cobrowse for Salesforce. Agents shouldn’t be initiating visual engagement as a “nice to have” during the conversation. Instead, let agents know that they should always be able to see what visitors are doing while they’re working to resolve a question. With consistent usage will come higher ROI.
Be sure to explain that you will be measuring how frequently agents use their cobrowse for Salesforce solution. Mention other Key Performance Indicators (KPIs) that can be positively affected too, such as:
- Net Promoter Score (NPS)
- Customer Effort Score (CES)
- Conversion rate
- Average resolution time
- Reduction of repeat callers
Finally, create a workshop environment where agents can role-play to get hands-on experience about how to use Glance Cobrowse. Then, record your training. That way, future agents can have an easy, automated way to get up to speed and learn your best practices.
Take your CRM to the next level
With Glance Cobrowse for Salesforce, you can take your CRM to a whole new level. Visual engagement can increase customer satisfaction, long-term customer loyalty, and revenue growth. Who wouldn’t want that?
Don’t yet have Glance Cobrowse for Salesforce, but still want to learn more? Check out our Glance for Salesforce Data Sheet today.
About Glance Networks
Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »