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Visual Engagement for Customer Care

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.

See the problem

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.

Glance on Desktop

Guide the Solution

The agent can highlight elements on the user’s screen including text, graphics, form fields, and navigation controls. Agents can point with their mouse or click-and-drag boxes around elements. Glance’s gesturing tools allow agents to quickly clarify, guide, and solve problems.

agent video

Build trust and empathy

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.

Typical Outcomes

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Shorter Average Handle Time (AHT)

Calls are shorter because the agent sees the customer’s screen and gains understanding of the customer’s problem almost instantly.

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Higher First Call Resolution (FCR)

Problems are resolved completely the first time, eliminating the need for customers to call back or for agents to follow up.

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Higher Customer Satisfaction

Glance helps agents deliver premium CX, for higher customer satisfaction (CSAT) and net promoter score (NPS) ratings.

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Increased Customer Revenue

Happier customers tend to be less susceptible to churn and more likely to purchase over and over again.

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Higher Agent Satisfaction & Longevity

Agents who use Glance feel happier, more empowered and more successful at solving customer problems. That translates to higher agent retention rates and lower costs for recruiting and training new agents.

MINDBODY leverages Glance to reduce average handle time and increase customer satisfaction.

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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 Cobrowse

Glance Cobrowse


Glance Screen Share

Glance Screen Share


Glance Mobile App Sharing

Glance Mobile App Sharing


Glance Agent Video

Glance Agent Video


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.

Learn more about the Glance Visual Engagement platform >>

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.

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See how Glance can transform customer engagement

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