Tom Martin, CEO of Glance Networks, sat down with Telecom Reseller’s Publisher, Douglas Green, this month at ITEXPO 2020 in Fort Lauderdale, Florida. They recorded a podcast about visual engagement in the contact center.
Here are some interesting tidbits from the conversation:
- What does “visual engagement” mean?
Tom explains that visual engagement is a term that describes the ability to join your customer in your app or website to see what they are trying to do, solve problems, collaborate, and guide them through the completion of transactions. It is a simple way for service agents to build real human connections with customers while resolving customer questions.
A current trend is to use chatbots or knowledge bases to answer customer questions. While these tools are useful, they cannot provide advice or walk a customer through a complicated online transaction. That’s where visual engagement comes in; when customers are looking to connect with a real human being in your digital space. - How does Glance architect visual engagement solutions to work across all browsers, platforms, and devices?
This is a critical point of value that the Glance Visual Engagement Platform helps enterprises bring to their customers. It’s hard for an enterprise to predict what kind of computer or device or browser a customer will be using when they access your app or website. That’s why at Glance we’ve carefully crafted our solutions to work in a simple way that works for any computer or device, any browser, and even across very low bandwidth connections. The UI for the customer and for the agent is the same regardless of how the customer is connecting. - Can you provide specific examples of how Glance has helped its customers improve customer satisfaction?
Intuit TurboTax, for example, is one of our customers that has seen improved customer satisfaction after implementing Glance. People do their taxes once a year, and because most people don’t pay much attention to changes in the tax code, they have a lot of questions throughout the process. When TurboTax customers need support, they connect with a certified enrolled agent (EA) or a certified public accountant (CPA) and with the help of Glance Visual Engagement, these agents are able to guide customers through the process of submitting their taxes. Glance Agent Video is part of the solution, allowing customers see the face of the agent helping them via live video feed. This ability to see the agent who is helping you de-escalates the high-stress experience of completing and submitting taxes and builds a human connection between the customer and agent.
Glance Visual Engagement elevates TurboTax customer engagements from a support call to an advisory, consultative experience that is pleasant for both the customer and the agent. Intuit has tracked an 18% increase in Transactional Net Promoter Scores (tNPS) for service calls that include a Glance session.
Click below to listen to the full podcast.
A thorough discussion of the value and benefits of visual engagement can be found in “The Total Economic Impact™ of Glance Visual Engagement Platform Cost Savings And Business Benefits Enabled By Visual Engagement,” a study published by Forrester that provides the ROI on visual engagement.
