Sorry, could you take a glance at this?

Do you ever find yourself needing a little help? Just a nudge; you almost have it; it’s on the tip of your tongue; it is right in front of you, but … then it isn’t. I have to admit, as I get a little older, this happens more and more.

This situation happens not only in my every day life, but in my “internet” life as well. I am on my insurance company health care site, but I can’t find my doctor. I want to buy the cool new watch, but I can’t find the “Purchase” button. That fishing rod is cool (BlackFin – of course) – but what sizes does it come in? Help!

In real life, I would ask a friend or colleague, “Could you come take a look at this?” I want someone to just take a quick look and tell me – “Yep – you are on the right track”, or “No – you are not getting this!”

That extra set of eyes to look it over is extremely helpful. Even if it is just a glance, it can give me confidence to move forward or to take a left turn.

When I am online, I find myself reaching out to the company I am online with and asking for help, either via the phone or via chat.

But then I start the “dance”…

I am on the home page; I am on the product page; I am on the information page. They say, “Look at the top of the page.” Well, it turns out that since I scrolled down, My “top of the page” is different from their “top of the page”. It gets really frustrating: We are both on the web, but it feels like we are looking at different things.

I know I’m not alone. People call and/or chat with companies while simultaneously looking at their websites all the time. For instance, a recent survey showed that during open enrollment, 70% of people who call into a contact center are actually looking at that insurance company’s web site at the same.

In real life, you don’t face this issue. If you walk into any major brand’s retail store, the first thing you hear is, “How can I help you?” A live person is there, willing to nudge you along the way of your buying process — an extra set of eyes to help you confirm you’re making a wise purchase!

Well, online, there is a way too. You can now add that human element to your online customer experience, helping to transform your customers’ online experience in customer service into a more personalized, humanized experience – almost as though you have someone sitting at your side, helping you along.

Glance’s product “Panorama” — a Greek word meaning any wide-angle view or representation of a physical space — allows customers and prospects to view online information together, while they’re talking on the phone or in a chat session. They can actually look at the same view in unison and share information online.

The benefits are huge. Panorama can greatly accelerate understanding by both parties, helping you to get to the bottom of an issue, accelerate a process, or just close the sale. By adding the human element to the web experience, companies are connecting to the consumer and decreasing frustration.

So the next time you are on a company’s site and feeling frustrated, ask them if they can take a “Glance” at what you are doing!

http://ww2.glance.net/