MINDBODY Uses Glance to Drive Higher Customer Satisfaction, Higher App Adoption
We’re very pleased to post another customer success story on our website: MINDBODY Leverages Glance to Drive Higher Adoption and Increased Customer Satisfaction.
MINDBODY (NASDAQ: MB), the world’s leading wellness services online marketplace, is committed to the simple idea that small business owners deserve the time to focus on what matters most: their customers. MINDBODY delivers cloud-based business management software for the wellness services industry to make it easier for health, wellness and beauty professionals to take care of business — so they can devote more attention to their customers.
In 2016, MINDBODY began working with Glance Cobrowse to offer a premium support experience to its SaaS customers. Support Specialists had struggled with having to guess what a customer caller was seeing in the app and with the time wasted as both parties attempted to understand verbally what was clear visually.
The agents thought, “Why don’t we just see what they see??”
Since deploying Glance, MINDBODY has seen customer satisfaction ratings rise. But the effects of Glance have gone well beyond increasing customer satisfaction. MINDBODY has also seen a positive ROI in the service center through reduced average handle time, increased customer revenue, and lower churn. They’ve also seen higher agent satisfaction, which can reduce employee turnover, staffing, and training costs.