How Glances Helps Support Teams Stay Efficient

Support teams are crucial in promoting your business and increasing customer loyalty. They are the face of your business and work to develop initial relationships with customers and prospects – and how they interact with each customer can make or break that relationship. Luckily, Glances can help you empower your customer support team with the tools they need to efficiently do their jobs, leading to greater loyalty among your customers and increased employee satisfaction.

No matter how many customers support agents communicate with, working on the front lines to resolve issues provides them with a unique perception on how customers interact with your company and your brand. However, working with customers can also be stressful as agents work to anticipate their needs and find solutions from a wide range of topics.

Support teams, take back control of your workday

We like to think that we are ultimate multi-taskers, but research suggests that attempting to multitask is much more difficult than we would anticipate. Not only does it increase the risk that distraction occurs and a mistake is made, it also cuts down on efficiency. For support teams, multitasking can often take the form of context switching, which is to move from one environment to another. For a support agent on a chat with a customer or writing up an email response, they need to access your customer support app (such as Intercom or Zendesk) as well as your CRM, your communications app, a bug or feature ticketing system, and internal data platforms. Additionally, they need it quickly. Delays, pauses, and the moments between conversation tells a customer a lot about your business, how it operates, how organized your business is, and if they are secure working with you.

Below is a quick overview of how using Glances can decrease the risk of mistakes, increase your team’s efficiency, and empower your agents to create loyal customers with each interaction:

Glances unifies all of your apps and platforms. Support teams can easily access customer data with a simple click and a search, preventing the need to move from their primary app to gather data while working with a customer.

Glances pushes a holistic view of the customer to your agents. By displaying data from all your apps, support agents can easily see all customer interactions with your customer. This not only cuts down on agent time spent per interaction but also decreases customer frustration as they don’t need to re-explain their history.

Glances works wherever your support agents are. Whether they spend their time in a specific app and prefer a browser widget to see customer data or they want to search on the fly with our straight-forward desktop app, Glances meets them wherever they are.

Glances makes productivity simple. Connect apps like Google Drive to effortlessly search for important documents, images, slides, creative files, and more precisely when you need them.

How Glances helps support teams

Here is an example of Glances at work: Sheryl is a customer support agent for a retail company. She receives a call from a customer through Zendesk who said she was charged full-price for an item she purchased even though she had a discount code. Sheryl knows she needs to verify the item purchased on Shopify, the amount paid through Stripe, and the discount code offered to the customer through the Mailchimp campaign. Sheryl uses the desktop app by pressing ⌘⇧E (command + shift + E) to search the customer’s name and she instantly can see all the information above, including the discount that was applied through Shopify. Sheryl confidently explains the payment total and its accuracy which helps the customer better understand. The customer is pleased at how quickly the interaction occurred and felt secure in the agent’s response.

All professionals can benefit from using Glances

Even if you use as little as 2-3 SaaS apps or platforms as part of your job, Glances can help. If Zendesk, Salesforce, Shopify, Monday.com, QuickBooks, or any other combo of popular applications are part of your workday, we understand that finding customer information within various systems is a huge, time-consuming struggle. Glances brings your favorite online apps together, securely showing your data in a single view from whatever app you are using.

Try Glances to get better support for the support work you do

Start your free trial to connect your everyday apps and access your data in one easy click or command. Better yet, schedule a demo to see the awesome benefits of Glances in action or ask our team questions.

If you need to connect a specific app or platform with Glances that is not currently available on glances.com, please send your requests to hello@glances.com.

Find more step-by-step articles with the latest information on our support site.