www.glance.net

Key Benefits• Shorten call time

Put agents and visitors on the same page, engaging “in-the-moment”

• Improve first call resolution Help users make choices and enter information

• Reduce abandonment Engage with customers in an interactive and visual way

• Speed time to connect No software, app, or plugin downloads or installed Java, Flash, or WebRTC needed

• Boost customer satisfaction Create collaborative relationships that lead to long-term loyalty

Glance Cobrowse Instant Guidance and Visual CollaborationSee Exactly What They’re Talking About When customers can’t easily accomplish a task, resolve a problem, or get information, they get frustrated. To provide a truly outstanding customer experience, you need to minimize the time and effort required to understand a customer’s problem and guide them to a solution.

With nothing to download or install, Glance Cobrowse is the fastest and most reliable way for agents and customers to explore and collaborate together over their favorite browser. Using any PC, Mac, or mobile device, a single click is all it takes to see exactly what visitors see.

Agents can even provide guided assistance by highlighting items or filling out forms on visitors’ behalf. Sensitive fields like social security numbers and passwords can be masked from the agents’ view to protect private customer data.

A More Natural, Guided Visual InteractionGlance Cobrowse lets agents proactively guide and assist visitors. For example, agents can:

• Instantly see visitors’ browser• Scroll, click, and enter information• Guide visitors to success with annotations

At all times, visitors have control by simply moving their own mouse, typing, or clicking a link to end the session. Agents only receive control when given permission and can then show or hide their desktops, external monitors, or virtual machine screens.

Extend Cobrowse Throughout the Enterprise Glance Cobrowse fits any enterprise environment. Glance customers create custom collaborative engagement experiences that leverage any combination of the following extensions:

CROSS-DOMAIN COBROWSE: Allows cobrowse session to persist across multiple web domains to deliver a consistent cobrowsing experience.

THIRD-PARTY COBROWSE: Extends the cobrowse functionality to domains that are owned by another company. For instance, a university could cobrowse with students on the federal student aid website.

TRUSTED ADVISOR COBROWSE: Gives trusted third-parties such as financial advisors, CPAs or even friends and family simple cobrowsing functionality without the need for an agent. For example, a tax preparation software may allow a trusted third-party CPA to securely cobrowse with a customer in the application, without the need for a company customer service agent.

PDF COBROWSE: Allows agents to easily cobrowse a PDF file during a session by simply opening it up from the website. PDF Cobrowse lets agents provide guidance, notation, and editing help with PDF documents.

SCREEN SHARING: Screen sharing allows agents to instantly present their desktop, browser, and/or documents or take control of a customer’s desktop for presentations, demos, technical support, and more.

AGENT VIDEO: Allows agents to build trust, confidence, credibility, and rapport with customers. Customers can see the agent listening, thinking and laughing during the call, which builds trust and likability.

CUSTOMER

Agent

Customer

“ Not everyone loves doing their taxes; we know that…we have the ability to have our experts see what the customer sees and highlight areas to help direct the customer…It’s been a game-changer for Intuit.”

— Stacie Herring, Intuit’s Director of Assisted Experience

Cobrowse Highlights• Connect with one-click;

no downloads ever

• Interact with any content regardless of where it resides

• Deliver omni-channel support for sales and customer service

• Protect sensitive data with secure field masking and SSL connections

• Scale easily to support large web sites (no proxy server)

• Add just one-line JavaScript tag to web pages to cobrowse

• Integrate with existing CRM, support, voice, and chat applications

Visually Engage Across Any Device, Any Channel, Any Department, AnytimeEngage with customers where they feel most comfortable with just one click. Glance allows you to effortlessly deliver an omni-channel experience in sales, customer service, and technical support. With no downloads or plug-ins, Glance Cobrowse takes technology compatibility out of the equation for a seamless visual engagement experience between agents and customers.

Visual Engagement Across the EcosystemOur diverse partner ecosystem and API library allows our customers to leverage non-visual engagement solutions. Glance works with preexisting voice and chat channels, as well as offers pre-built integrations to CRM and support applications to quickly and effectively improve customer service, sales, and technical support across the enterprise.

For a full list of partners and integrations, visit us at ww2.glance.net/partners

CUSTOMER APPLICATION BROWSER BROWSER HYBRIDAPP

NATIVEAPP

AGENT

a

JoinCRM

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Headquarters1167 Massachusetts AvenueArlington, MA 02476

Sales(1) (888) 945-2623 (USA)(1) (781) 316-2596 (International)sales@glance.net

www.glance.net @glancenetworks

©2017 Glance Networks Inc. All Rights Reserved.

About Glance NetworksGlance transforms the customer experience by enabling collaborative visual engagement. We are one of the world’s simplest, most reliable, and secure platforms that enable companies to see, show, and share anything online, creating a frictionless path to great online experiences. Thousands of organizations, from financial services and healthcare to retail, advanced technology and SaaS companies, depend on Glance to bring a personalized experience to their customer service, sales, and support interactions. Glance boosts customer satisfaction and loyalty, increases revenue growth, and cuts operational costs.

A Frictionless Path to Great Sales, Support, and Service ExperiencesInstantly connect with customers through a real-time, interactive view of content—as though you are in a room together. Glance Cobrowse makes conversations relevant and effortless, promotes positive customer experiences, and builds customer loyalty because Glance Cobrowse is:

EASY. Agents and visitors collaborate naturally while controlling what content is shared.

CLEAR. Annotated guidance lets agents circle, highlight, and emphasize points to show where things are located and how to use options.

UNIVERSAL. Agents can see the customer’s browser view from any device, with no lag time.

CLOUD-BASED. No proxies or onsite installs required.

WEIGHTLESS. Users never need to download software, apps, or install Java or WebRTC. It’s a global solution with local session services.

WAIT-LESS. One click instantly launches a new Cobrowse session.

SECURE. Sessions are encrypted and agents have role-based permissions, taking advantage of SAML/SSO integrations.

SAFE. Permission-based agent access protects privacy. Masked fields never leave the visitor’s browser or touch the Glance service. Glance never touches or needs to be aware of secure cookie content on the visitor’s side.

EFFICIENT. A changes-only data exchange approach keeps the data rate low, particularly beneficial for mobile devices.

Challenging calls would

1 minute shorterYou would save on average

$0.67 per callEnables you to repurpose on average

3 agentsTry Glance’s ROI Calculator