Real-World Case Studies and Customer Success Stories with Glance Guided CX

SoFi used Glance's cobrowsing with dynamic field masking to help members complete complex loan applications. Sensitive data like Social Security... numbers stayed hidden from agents. This made members feel safe and confident. SoFi resolved issues 12× faster and cut average handle time by 50%. The solution improved customer experience and trust.
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Glance Guided CX helped SoFi deliver faster and friendlier customer support. SoFi serves over 8 million members with digital financial... services. The company faced challenges with complex loan applications and customer frustration. Using Glance, SoFi improved support speed by 12 times. Members now get help quickly and easily. This led to better customer experiences and smoother financial processes.
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Glance Guided CX helps Intuit improve customer consultations for TurboTax users. Intuit uses Glance Cobrowse, Screen Share, Mobile App Sharing,... and Agent Video. These tools let tax experts see what customers see in the TurboTax app or browser. The solution works across desktop, browser, and mobile. It is easy for agents and keeps customer data private. This makes tax help faster and more personal for Intuit customers.
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Glance helped MINDBODY improve customer satisfaction and product adoption. MINDBODY is a top wellness services software platform. The company used... Glance to make customer support better. This led to more people using their products. Customer loyalty and retention increased. The solution focused on guided customer experience and support.
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Glance helped MINDBODY improve customer experience on their platform. MINDBODY used Glance to let support agents guide users across apps... and support pages. This made it easier for agents to see where customers needed help. As a result, average handle time went down and customer churn dropped. More customers were satisfied and adopted the product.
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Glance Agent Video helped a large bank move in-branch service online during the COVID-19 pandemic. The bank used visual engagement... tools like cobrowse and screen share to support customers and small businesses. Bankers could join customers in online applications with one click. This made it easier for small businesses to file for Payroll Protection Program loans. The solution brought a human touch to digital banking and improved customer experience.
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Glance Guided CX helps Axos Bank bankers see what customers see in the online banking app. Bankers guide customers through... bill payments, fund transfers, and applications for products like mortgages and loans. Glance sessions start easily and require no downloads for customers. The experience works on any device and meets strict security standards. Sensitive data is masked and all information is encrypted.
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Glance helped Truckstop. com improve customer support. Before Glance, agents spent too much time asking questions to understand customer issues....With Glance, agents can see the subscriber's browser screen. This lets them quickly understand problems and guide users to solutions. Truckstop.com saw lower average handle time and better customer satisfaction in their service and training center.
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Glance Networks helped REI move from great in-store service to strong online customer experience. REI used Glance to connect with... customers in digital channels. This made their service more personal and effective. REI earned the Glance Customer Service Excellence Award for their success. The case highlights omnichannel support and guided CX for retail.
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Glance helped ConstructConnect improve its sales process. Before, sales reps used a homegrown demo system that was hard to track... and manage. With Glance, salespeople can launch demos from the CRM with one click. The new system tracks demo results automatically. This makes the sales pipeline better and easier to manage.
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Glance Guided CX helps Constant Contact improve customer support. Agents use Glance to see the customer's screen and solve problems... fast. This leads to higher first call resolution and better customer satisfaction scores. Since 2016, Constant Contact uses these positive support moments to cross-sell and up-sell more products. Glance makes service centers more effective and boosts customer loyalty.
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