We call it “the game of 20 questions,” and every customer service agent has played it.
“What web page are you on?” “Can you tell me what you see on screen?” “Do you see that button near the bottom of the screen?” “Can you send me a screenshot of what you see?” The agent runs through a series of questions, hoping desperately to gain some understanding of the caller’s situation.
This “game of 20 questions” is not fun for either the agent or the customer. It wastes time, increases frustration, and erodes confidence.
Glance improves the quality and efficiency of your most critical digital interactions between service agents and callers by enabling agents to instantly see what callers are seeing on-screen, to quickly understand problems and guide them to a speedy solution.
With a simple click of a button the agent can launch a sharing session with the caller — no need for the caller to download any software. Agents can see the screen of callers no matter whether they are using your desktop software, website, browser based app, or native mobile app.
There is an almost magical emotional response triggered the moment a human feels understood — a rush of endorphins is triggered that washes away frustration and negative feelings and replaces them with relief, satisfaction, and trust.
Glance visual engagement allows agents to reach understanding with customers faster, building rapport, and turning negative experiences into engagements that create long-lasting customer bonds.
Glance Agent Video — a one-way video feed that displays the friendly face of the agent to the caller — humanizes every engagement. Glance Agent Video builds trust and can de-escalate even the most emotionally charged engagement.
Learn more about the Glance Visual Engagement Platform
The Glance Visual Engagement Platform is an integrated suite of technology that allows enterprises to visually engage with customers across any device, any channel, any time.
Glance gives the agent one consistent UI, integrated within your existing CRM, ITSM, or call center system. Agents can join a sharing session with just one click regardless of what device or platform the customer is using — desktop app, desktop or mobile browser, or native mobile app. Agents can switch effortlessly between technology to suit the needs of each individual engagement.
Read all about it: The ROI of the Glance Visual Engagement Platform.
Forrester tracked call center efficiency gains and increased revenue that yielded a 396% ROI with payback in less than 6 months.
- eBook: Counting The Customer — A Guide To Customer Care
- Customer Story: Glance Makes Customer Interactions Less Taxing for Intuit
- Customer Story: MINDBODY Leverages Glance to Drive Higher Adoption and Increased Customer Satisfaction
- Customer Story: Constant Contact Boosts CSAT and FCR with Glance Visual Engagement
- Glance ROI Calculator: Get an estimate of the savings your organization can gain from deploying Glance Visual Engagement
- Forrester Consulting’s analysis of the total economic impact of visual engagement (spoiler alert: 396% ROI with breakeven in less than 6 months)