Cobrowse, screen share and agent video are central to streamlining customer interaction. Personalization in online interactions causes customer satisfaction to skyrocket. At the same time, it significantly cuts company costs.
Yet organizations may still have difficulty clearly articulating to decision makers why it should be a no-brainer to move visual engagement out of the “nice to have” column and into the “need to have” list.
Real-life ROI statistics are powerful, making it easy to develop a solid business case for investing in an integrated co-browse, screen share, and agent video solution. Take a look at the ROI statistics below and figure out the returns your organization could be achieving if you were in these companies’ shoes.
ROI: Online Sales
One organization with 300 agent positions used the Glance Salesforce.com Integration to merge Salesforce.com’s sales cloud and Glance’s visual engagement services.
Read: The Importance of Humanization in the Online Customer Experience
The company produced the following returns:
- 60% reduction in time to convert new customers to new products
- 66% increase in volume of “product reviews” to customers
- Increased CRM (Salesforce.com) use with integrated visual engagement
- Reduced sales-cost-per-conversion
- Reduced marketing-cost-per-conversion
- Reduced associated operational cost
ROI: Online Customer Service
The following customer data points were provided by a company seeking to educate new customers as part of its onboarding process. The organization’s goal was to shorten handle times and reduce overall inbound volume.
Read: Evaluating Tools for the Contact Center? Aim Small.
Glance’s visual engagement solution produced the following results:
- 14% reduction in handling times
- 18% increased first call resolution
- 10% reduction in future support calls
Other soft value included:
- Agents learned to refine product searches in real time
- Visual engagement significantly increased uplift for “add on” sales
- Outstanding support experience
Are You Ready to Wow Your Executives with Cobrowse and Screen Share solutions?
Are you ready to discover how Glance visual engagement solutions can improve customer engagement and increase sales for your business?
Sign up for your personalized Glance demo 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 »
