News

The missing piece: Visual engagement technology

Nearly three-quarters of customer service professionals lack the tools they need to deliver an optimal customer experience, according to a recent study.

May 29, 2015

A recent study from Glance Networks, a provider of visual engagement, found that 73 percent of customer service professionals have difficulty meeting their performance metric goals. The survey, commissioned by Glance in April 2015, found that 78 percent of customer service professionals track and are measured against at least one performance metric, such as first contact resolution, average handle time or customer satisfaction score, but many don't have the necessary tools to meet their goals, the study found.

According to the respondents, lack of sufficient resources and tools were cited as the main reasons for lack of performance development. In fact, 27 percent of those surveyed mentioned dated technology as a hindrance to meeting performance goals.

"When 45 percent of consumers abandon online transactions if their concerns aren't quickly addressed, there's a clear need for businesses to adopt technology and tools that deliver a superior customer experience in order to drive customer loyalty," Tom Martin, CEO of Glance Networks, said in a statement.

To address this gap, visual engagement technologies like cobrowsing and screen sharing are effective in creating a one-to-one connection between customer service and customers, according to the study.

"In today's online environment, it's more critical than ever to provide customers a personalized and seamless experience," Martin said. "Cobrowsing allows you to create that one-to-one interaction, regardless of your customer's location or device."

Despite the advances in customer service effectiveness, there's still room for improvement as 60 percent of respondents claimed that their company did not have cobrowsing or screen sharing technology.