The Online Customer Service Landscape

Customer Service, Research

The search for the ideal customer experience has become a quest across all industries. These days, it’s all about providing the means for your customers to reach you on the channels they choose, and then treating customers with the respect and consideration they deserve.

In return, customers are choosing to do business with companies that provide them with a consistently great experience – online and off. Those who can’t keep up are getting left in the dust.

In the online world, providing this high level of customer experience can be challenging. With all the benefits that online transactions bring, there is a critical aspect that takes a huge hit: customer engagement. Face-to-face conversations provide an instant means for businesses and customers to connect.

However, online customer communication often loses that connection, instead becoming choppy and complex. As a result, customers become exasperated and their loyalty levels drop.

Not to worry! With a little work, you can prevent that kind of rift from developing. By adopting the right training and tools, your company can take the online customer experience to new heights.Read: Growing Customer Satisfaction by Practicing Respect

Today’s winning organizations are implementing a solid customer experience plan that includes the means for a personalized, humanized connection with their customers. Check out the in-depth customer service research and infographic below for specific advice on steps you can take to improve customer experience across the board.


Are you ready to discover how Glance visual engagement solutions can improve customer engagement and increase sales for your business?

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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 »