Glance Cobrowsing Software

Glance.cx is a prominent player in the customer experience (CX) technology space. Glance.cx was founded in 2001. The company initially began with a focus on screen-sharing solutions, selling individual licenses, but has since evolved into a comprehensive Guided Customer Experience (Guided CX) platform. Today, Glance caters to some of the largest global enterprises, helping them enhance the quality of their customer service without losing sight of the importance of creating personal connections in a digital world. By maintaining this focus, Glance stands out for its ability to humanize digital interactions, thereby reinforcing the value and impact of personal connection within the customer service journey.

Glance's array of products and services is designed to simplify and improve the digital customer journey by integrating human-to-human guidance into various digital environments. Among their standout offerings are Glance Cobrowse, Screen Share, Mobile App Share, and Video, each tailored to facilitate a seamless digital interaction between customers and service representatives. These tools enable representatives to offer direct, in-app guidance, sharing screens or co-browsing with customers to quickly resolve issues, highlight important information, or guide them through complex processes. Notably, through their Guided CX approach, Glance provides a platform where real-time, face-to-face interactions are bolstered by the efficiency and reach of digital technologies. This blend of personal and digital interaction means customers can complete tasks more quickly, confidently, and feel genuinely understood, marking a significant improvement in the overall customer experience.

Glance.cx provides a comprehensive suite of digital engagement solutions aimed at enhancing customer experiences through visual tools and technologies. These offerings are designed to seamlessly integrate with a business's existing systems, such as customer relationship management (CRM) platforms, to improve service delivery, customer satisfaction, and operational efficiency. The main features and services provided by Glance.cx include:

1. **Cobrowsing**: Glance's cobrowse feature allows agents to share a browser view with customers effortlessly, enabling real-time guidance through processes as if they were physically together. This feature facilitates product demos, upselling, customer onboarding, and support, all while ensuring a positive customer experience by reducing confusion and promoting faster resolution times.

2. **Screen Sharing**: Similar to cobrowsing, screen sharing enables a shared visual space but can extend beyond web browser interactions to include desktop applications. This feature is particularly useful for call center agents needing to see exactly what the customer sees to provide accurate and efficient support.

3. **One-Way Agent Video**: Adding a personal touch to customer interactions, one-way agent video allows agents to be seen by the customer during a call. This feature enhances trust and empathy, contributing to increased customer satisfaction and loyalty.

4. **Mobile App Sharing**: Glance's technology supports mobile app share functionality, enabling agents to interact with customers through mobile applications, thus ensuring a consistent experience across all digital channels.

5. **Visual Engagement Tools**: Beyond the specific functionalities of cobrowsing and screen sharing, Glance offers visual engagement solutions designed to improve metrics like First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Effort Score (CES). These tools aim to reduce call-backs, lower customer and agent effort, and de-escalate service calls by introducing visual elements into the conversation.

6. **Integration with Existing Systems**: Glance is built to integrate effortlessly with major CRM platforms like Salesforce and Microsoft Dynamics 365, as well as offering APIs for custom integrations. This capability ensures that businesses can leverage Glance's solutions without needing to overhaul their existing systems, leading to quicker returns on investment.

7. **Enterprise Scalability and Security**: Recognizing the importance of privacy and security, especially in sectors like financial services, healthcare, and insurance, Glance's solutions are engineered to meet strict requirements. This includes the use of DOM-based cobrowsing for efficiency and security, encryption of data in motion, and avoidance of data caching to eliminate risks of data interception.

8. **Customization Options**: Businesses can tailor the appearance and functionality of Glance's solutions to match their brand identity and specific needs. This includes customization of colors, fonts, logos, language, and more, ensuring a consistent and branded customer experience.

Glance offers a number pricing options for its products or services. While specific prices are not quoted on the Glance.cx website, the Glance.cx application in the Salesforce Appstore lists pricing at $55 / mo / user.

With Glance, one click in Salesforce lets agents join customers in any digital property. Personal connections via cobrowse, screen share, and live video chat help improve customer satisfaction, enhance relationships, and accelerate revenue opportunities.

Glance.cx has been adopted by a variety of companies across different industries to enhance their customer experience through guided customer experience (CX) solutions. Some notable customers or users include:

1. **A Top-Five U.S. Bank** - This banking institution has successfully transitioned its in-branch experience to the digital environment. By giving their online banking a human touch and offering real-time assistance, they have doubled online banking transactions while enhancing customer satisfaction and trust.

2. **MINDBODY** - As the leading wellness services online marketplace and software platform, MINDBODY has leveraged Glance's sharing session feature to provide real-time guidance and assistance to their customers. This has enabled them to achieve measurable savings in average handle time, reduce customer churn, and improve customer satisfaction significantly.

3. **Truckstop.com** - This online marketplace, which connects shippers and truckers, uses Glance to allow their service agents to view the subscriber’s browser screen for faster issue resolution. Implementing Glance has resulted in shorter service calls, better user training, and higher satisfaction levels among their customers.

4. **Intuit TurboTax** - Intuit's TurboTax has utilized Glance’s visual engagement technology to boost the confidence of their customers during the tax preparation process. The SmartLook™ feature enables TurboTax experts to provide real-time guidance, leading to significant improvements in customer resolution rate, transactional Net Promoter Score, and average hold time.

5. **Constant Contact** - A SaaS-based email marketing solution provider that has been using Glance since 2005 to deliver higher customer satisfaction and first call resolution rates. They've also embarked on initiatives to utilize positive support call outcomes as opportunities for cross-selling and upselling, further leveraging Glance's capabilities to elevate their customer support.