Cobrowse, Screen Share, and Mobile CX for Enterprises
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Banking Case Studies and Customer Success Stories with Glance Guided CX
Top 5 U.S. bank
- Banking
- Very Large
USA
Glance Cobrowse helped a top 5 U. S. bank move in-branch services online during the COVID-19 pandemic. Bankers used cobrowse...and screen share to guide customers through digital applications, including PPP loan filings. The bank added agent video so customers could see staff during transactions. This approach enabled real-time help for both retail and small business clients. The bank provided over seven billion dollars in loans using Glance’s visual engagement tools.
Axos Bank used Glance to help bankers see what customers see in the online banking app. Bankers guide customers through... bill payments, fund transfers, and applications for loans. Glance sessions start easily and require no downloads for customers. Sensitive data is masked and all information is encrypted for security. Axos Bank improved customer satisfaction and increased digital transactions with Glance.
Axos Bank uses Glance's co-browsing tool to help customers with online banking. Bankers can see what customers see on their... screens and guide them through payments, transfers, and loan applications. This real-time support makes it easier for customers to get help and improves their experience. The tool keeps customer data secure and gives customers control. Axos plans to expand this feature to its mobile app.
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.
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.
Financial Services Case Studies and Customer Success Stories with Glance Guided CX
SoFi
- Financial Services
- Large
San Francisco, USA
Glance helped SoFi support members more effectively during digital interactions. Before using Glance, agents could only give verbal guidance, which... caused frustration when members needed visual help. With Glance, SoFi delivers a secure and smooth digital experience. Members now get better support at important moments online. This improved the overall customer experience for SoFi.
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.
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.
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.
MINDBODY used Glance to improve customer experience across its platform. Agents can now instantly see what customers see and guide... them in real time. This reduced average handle time and lowered customer churn. Glance also helps train customers with guided tours. MINDBODY built stronger customer relationships and helped wellness businesses work better.
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.
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.
Construction Case Studies and Customer Success Stories with Glance Guided CX
ConstructConnect
- Construction
- Medium
Cincinnati, USA
ConstructConnect used Glance to improve its sales demo process. Before, sales reps used a homegrown system that required manual CRM... updates and offered unguided trials. With Glance, reps can launch demos from Salesforce CRM with one click. Demo activity is now tracked automatically. Sales managers can run reports on demo performance. ConstructConnect reduced sales cycles by 60% and increased conversion rates by 40%.
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.
Constant Contact
- Marketing And Advertising
- Medium
Waltham, USA
Constant Contact uses Glance to improve customer support. Agents can see the customer’s screen and solve problems faster. This leads... to higher first call resolution and better customer satisfaction scores. In 2016, Constant Contact trained agents to spot up-sell opportunities during these high-CSAT moments. Glance’s co-browse and screen share tools help turn support calls into sales chances. The company now tracks agent up-sell rates and revenue from these calls.
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.
Computer Software Case Studies and Customer Success Stories with Glance Guided CX
Intuit
- Computer Software
- Very Large
Mountain View, USA
Intuit used Glance Guided CX to improve TurboTax customer support. They deployed Glance Cobrowse, Screen Share, Mobile App Sharing, and... Agent Video. This let tax experts see what users saw and help them in real time. The solution worked across all TurboTax platforms and met strict privacy and security needs. Intuit saw an 18% rise in NPS after using Glance.
Glance helped Intuit improve TurboTax customer support during tax season. Intuit used Glance's visual engagement software to power SmartLook, letting... agents see what customers see and guide them in real time. This made it easier for users to get help without extra downloads. Intuit rolled out SmartLook to thousands of experts in 15 locations, handling over one million customer interactions. The solution boosted customer resolution rates and increased TurboTax's transactional Net Promoter Score.
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.
Retail Case Studies and Customer Success Stories with Glance Guided CX
REI (Recreational Equipment, Inc.)
- Retail
- Large
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.
MINDBODY
- Information Technology And Services
- Medium
San Luis Obispo, USA
MINDBODY used Glance Cobrowse to help support agents see exactly what customers see in the app. This made it easier... for agents to solve problems fast. Customer satisfaction ratings went up after using Glance. The company also saw a positive ROI, with lower average handle time and less customer churn. Agent satisfaction improved, helping reduce turnover and training costs.
Internet Case Studies and Customer Success Stories with Glance Guided CX
Truckstop.com
- Internet
- Medium
Boise, USA
Truckstop. com used Glance to help service agents see what customers see on their screens. This made it easier for...agents to solve problems fast. Average handle time for service calls dropped by 50%. Customer satisfaction scores went up. Trainers also used Glance to guide new users through the marketplace. The Glance and Salesforce integration let managers track results and improve support.
BCU Achieves Faster, Human-Centered Digital Support with Glance and Salesforce
Baxter Credit Union (BCU) has integrated Glance Cobrowse into Salesforce to enhance digital support, allowing service agents to provide real-time, visual assistance to members. This integration eliminates... the need for agents to switch systems, improving efficiency and member satisfaction. BCU plans to expand Glance's use across additional platforms to ensure consistent support.
