BRAND STORY
We're entering the era of Guided Customer Experiences
Here’s why Guided Customer Experiences are destined to be the new norm in digital CX, and why Glance is uniquely positioned to deliver the gold standard in Guided CX.
The highest value digital interactions thrive on human connections
The most complex customer interactions (think taking out a mortgage, making a retirement plan, submitting a tax return) are also the highest value opportunities.
Being able to deliver in-the-moment, expert assistance during these journeys removes friction and leads to a better outcome. And the best way to deliver that assistance isn’t with automation – but with human connection.
The problem is, most CX has a human connection gap...
Today, human connection throughout complex digital journeys for high-value products is the exception, not the norm – and dissatisfied customers can feel that absence.
For many businesses, the 2020 pandemic brought this long-existing gap in CX into sharp and painful focus. They needed to replicate traditional in-person service through digital channels – and found those channels lacking.
Now, the race is on to close the human connection gap in CX, merging the empathy of human connections to the efficiencies and data-richness of digital experiences through Guided Customer Experiences.
Introducing the Glance Guided Customer Experience
The Glance Guided Customer Experience transforms complex digital journeys into high-value interactions with an injection of effortless, empathetic and expert human connection.
With just a click of a button, the customer and expert join each other in a secure, branded collaborative digital sharing session. They can now talk with each other (face-to-face if the customer chooses) – there’s a human connection.
The expert can share the customer’s browser (or app) view and help them navigate through it, and share helpful and inspirational material to help the customer make purchasing decisions.
Glance Guided CX: designed for Critical Advisory Moments
Every complex customer journey contains inflection points of difficulty that impede the customer’s progress. At these Critical Advisory Moments, introducing an expert human connection makes the difference between an abandoned journey and a conversion.
But Critical Advisory Moments are highly sensitive to disruption, and the wrong sort of intervention could further alienate an already frustrated or confused customer. Glance is the only Guided CX solution explicitly designed for Critical Advisory Moments.
Glance connects easily to any CRM, call center or help desk technology.
It’s omnichannel accessible, configurable to any UI/branding and lives embedded within the business’s website or app.
Security is baked in: Glance automatically masks any sensitive information.
This means that customers don’t have to download anything, open any emails, switch devices or ever leave the business’s website, app or brand to get a Guided Customer Experience.
Glance is an iterative change that generates exponential value.
Glance doesn’t require businesses to rip and replace: it’s a light layer that sits on top of their existing CRM. But it’s effect is transformative – first on the experiences of its customers, salespeople and service agents, then (and not long after) on KPIs.
The Guided CX removes friction and adds value.
Glance doesn’t just remove friction from Critical Advisory Moments – it adds value to them, creating cross-sell and up-sell opportunities. It also enables businesses to create new, supplementary or standalone Guided CX services that customers will pay a premium for.
It’s no wonder that a world of Guided Customer Experiences is accelerating.
With Glance Guided Customer Experiences, customers can join the fast-lane and start elevating their highest value digital engagements with human connections.
