New Innovation Is Embedded into Existing Websites and Apps to Deliver More Seamless Interactions, Build Brand Loyalty and Drive Positive Outcomes
Wakefield, MA—May 11, 2021 – Glance (www.glance.net), a leading provider of visual engagement solutions that enable organizations to create guided customer experiences in digital sales and service environments, announced the release of Glance Video, its embedded video collaboration service that allows businesses to add video interaction into websites, mobile apps, and digital customer journeys.
Glance Video is the newest component of the Glance Guided Customer Experience solutions portfolio, which include screenshare, cobrowse and mobile app sharing capabilities that enable knowledge workers, advisors, and customer service personnel to join the end user in a website or app to resolve issues, provide information, and help complete transactions through human-to-human guidance.
“As we have all witnessed over the past year, video has quickly evolved into a primary channel that can help facilitate immediate communication between vendors and their customers. The challenge is that using third-party video meeting services can be a disruptive experience that can frustrate both employees and consumers,” said Tom Martin, Glance’s chief executive officer. “Our philosophy with Glance Video is to make the whole experience completely seamless. By embedding video into the digital property, businesses can instantly launch a session directly from the website or app, and have a live agent immediately offer assistance and guidance. There are no software downloads or additional logins required. All video interactions are conducted in the enterprise’s branded website or app, giving Glance Video an intuitive, straightforward path for businesses and customers to meet, resolve problems, and complete transactions right within the digital asset.”
Glance Video accesses the camera on a desktop, laptop, tablet, or mobile device to display the customer’s image. The solution can be used independently or in conjunction with other Glance visual engagement capabilities—including cobrowse and screenshare—to create a comprehensive digital customer engagement solution that increases CSAT and NPS scores, and empowers advisors to satisfy customer needs in a fast, efficient, and personalized manner. As a cloud-based offering, Glance Video can integrate with CRM platforms, contact center systems, and the advisor desktop, and is engineered to adhere to corporate data security and privacy policies.
“Video is one of the fastest-growing customer interaction channels in 2021. Already, 47 percent of organizations are using 1:1 video during customer interactions, and another 25 percent are planning to add it this year,” explained Robin Gareiss, CEO and principal analyst with Metrigy, a research firm covering customer experience (CX) and collaboration. “More than half of CX leaders say they use video because it makes interactions more efficient and solves customer issues faster. Companies address both drivers by embedding video directly into apps or websites vs. making customers switch to a third-party video app. The use of video already boosts customer ratings by 41.7 percent and revenue by 59.1 percent. Simplifying the access to video through solutions such as Glance Video can only improve those figures.”
About Glance Networks
Glance Networks transforms the customer experience by enabling visual engagement for today’s enterprise. We are one of the world’s simplest, most reliable, and secure solutions that empower companies to see, show, and share anything online, creating a frictionless path to great experiences in sales, support, and service. The result of Glance visual engagement technology is increased revenue growth by improving customer satisfaction, long-term customer loyalty, higher service center efficiency, and increased revenue growth. Glance partners include Salesforce, ServiceNow, and Docutech. For more information, please go to www.glance.net.
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