Customer Experience, Service & Success

Glance takes mobile CX to next level with Mobile App Share release

Available now for download, this release brings new levels of parity between in-app and web-based CX

Glance, the leader in Guided CX software, today announces the latest version of Glance Mobile App Share is now available for download. Facilitated by the Glance Mobile SDK, this first-of-its-kind release allows enterprises to deliver the same personal, human-to-human guidance Glance Cobrowse enables on the web right within their mobile app.

For brands seeking to provide seamless omnichannel Guided CX, this new version of Glance Mobile App Share gives customers the power of choice: they no longer have to leave their app to get personalized guidance from a company representative. Glance Mobile App Share offers:

  • New two-way video that connects customers and agents face-to-face
  • Secure masking so agents can’t see customers’ personal or sensitive information
  • Gesturing that lets agents indicate where a customer should click/tap
  • Agent-side controls to change focus between the face-to-face interaction and app content

These features will be shared on March 22 at 2:00 p.m. EDT during American Banker’s Advances in Tech Demo Event; and again live with a Q&A to follow on April 12 at 11:00 a.m. EDT at a Glance-hosted webinar, Be a Customer Loyalty Generator: New Features to Meet Customers Inside Your Mobile Apps.

“Mobile interactions are leading the way in brand engagement across every industry,” said David Butler, SVP Product & Strategy. “This new release raises the bar for mobile CX, connecting customers with company representatives personally, right within the context of the brand’s mobile app. It’s incredibly beneficial for both customers and specialists in terms of time, effort and outcomes.”

A leading tax-preparation software company uses Mobile App Share to provide customers with personal, one-on-one tax support within their app. Banks and financial institutions are using the technology to securely connect with customers who need assistance, especially during high-value transactions. Software as a service (SaaS) companies are able to provide support right within the context of the app page or experience they need help with. Across all industries, customers are turning to mobile apps for ease and convenience. When they have a problem, question, or need assistance, Glance Mobile App Share gives companies the ability to show up right then and there with the human support customers want in the mobile environment they prefer.

As mobile increasingly becomes the digital engagement mode of choice for their customers, CX leaders across industries are focusing on how to improve their mobile experiences and bring them at least to parity with — if not better than — their web-based experiences. Butler said Glance has been proven among its enterprise customers to increase CSAT, reduce contact handle time, improve first contact  resolution, and increase customer loyalty and conversions. He anticipates the new improvements will drive even more success.

“We’re committed to powering seamless personal support in the digital world, and  mobile is a huge piece of that,” said Tom Martin, CEO. “This new Mobile App Share release reaches new levels of parity between in-app and web-based CX during critical moments. We can’t wait to see what it helps our enterprise customers achieve.”

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