Dos

Keep things relevant for businesses replicating in-person experiences in the digital space AND those digital-natives who need to bring human connection into their existing processes.

Differentiate between troubleshooting and issue resolution vs. new value creation. Glance does both – and each will be relevant to different customers – but remember that the really big money's in new value creation.

Words to use:

• Frictionless
• Instantaneous
• In-the-moment
• See, show and share
• Embedded
• In-brand

Describing peopleHow do we describe the people that are using our solutions?

When we know the customer or industry or use case, we should be specific about who the licensed user is. For example:

• Banking industry: banker, service manager, teller
• management industry: wealth manager, investment manager, financial advisor, broker, estate attorney, etc.
• industry: loan officer, loan servicer, appraiser, attorney, etc.
• Insurance industry: service rep, insurance agent, insurance broker
• Retail/e-tail industry: sales representative, service representative
• General customer service use case: service agent, call center agent, service representative
• General sales use case: sales representative
• General training/onboarding use case: trainer

It is always better to use a specific term. But when we don't know the industry or use case, we refer to the potential licensed user as “agent”. “Agent” is commonly part of the title of our end users (“call center agent”, “service agent”) and more generally a dictionary definition of the word “agent” is “a person who acts on behalf of” the customer.

We recognize that one word such as “agent” does not encompass all use cases and industries. When talking directly to a customer or prospect, use the phrase “your employees” in place of “agents”.

Don'ts

Don't lead with the term “cobrowsing”. Talk in terms of Guided Customer Experiences instead.