How Support Teams Use Glances to Simplify Work
Support teams are essential to any successful business. According to a recent study by Khoros, 83% of customers say good customer support is the most important factor when determining what and where to buy. Glances knows that customer support is more than just friendly and accessible agents – it’s about creating a cohesive experience across agents and teams as well as ensuring a consistent and efficient resolution. Glances can lead support teams to superior customer interactions each and every time, not to mention the added bonus of making related workday tasks easier and quicker. From faster wrap-up times to improved communications, learn four top reasons support teams rely on Glances as The simplest way to work™.
1. Glances provides one source of truth
In support teams, having access to the right customer data in the moment it is needed is not just important, but crucial. With Glances, customer support teams can quickly troubleshoot issues with access to CRM, payment, invoice, or marketing data with a quick search by name, email, order number, and more all from the Glances widget. Companies who use external support trees or support scripts can also ensure agents have this data on hand on any page, so they can quickly compare details and data for a more accurate response.
2. Glances reduces agent wrap-up time
Besides having access to the information they need to give accurate responses to customers, Glances empowers support agents to do more directly from their call which reduces the time it takes for agents to conclude a call and move on to the next customer. Companies who use QuickBooks, for example, can use our Actions feature to have support agents quickly create estimates while directly on a call with a customer without needing to leave their customer support platform.
Watch how Glances Actions work in the video below or reach out to us at support@glances.com to request a new Action for your business.
3. Glances gives support teams the latest information
While your business uses multiple workplace apps to meet each team’s needs, it can be challenging when there is customer data to harvest from each one. To solve this, some companies opt for one-to-one integrations which results in a dizzying maze of delayed data syncing from place to place. Glances replaces all of that work and delayed data with live data available to everyone in your company simultaneously.
4. Glances strengthens team-to-team conversations
Customer support agents are central to most companies and on any given day they are talking with product teams, marketing, or sales employees. Customer support agents, for example, may need to communicate a software bug a customer is encountering to a product manager. Instead of relying on a modern-day game of telephone where the support agent is copying and pasting customer’s emails, agents can quickly reach out to a product manager with a support ticket ID. During their conversation both the product manager and the support agent can directly view the customer’s conversation with support through the Glances widget, allowing them to focus their time and efforts on solving the issue.
Why make Glances part of your daily routine?
Whether you rely on support platforms like Zendesk, Freshdesk, Help Scout along with any other CRMs or business apps, Glances empowers you with a single view of your customer insights and personal tasks across multiple apps, in real time. Working on any webpage you visit or within any app you use, Glances is always by your side, delivering the big-picture data you need in the single view you have always wanted.
Whether your team is big or small, Glances can improve both customer experience and agent job satisfaction. If you want to see more about how Glances can improve your business workflow, schedule a demo or download the browser extension today.
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More helpful steps
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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.
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