Glance - Industry Ebook [Retail]

See how our partner Glance tackles challenges in the retail industry. From big-picture problems to the specific needs of a customer experience SVP, Glance has it covered. Here’s how Glance can help a retail organization like yours. Glance offers guided customer experience solutions that let your representatives join your customers face to face — inside your website or app — right at their moment of need. Keep reading to learn how Glance could help a customer experience SVP set her company’s brand apart and renew customer loyalty in an increasingly competitive market. Increases CSAT: customer satisfaction. Seeing a friendly face at the right moment is powerful. Drives revenue growth by increasing brand loyalty. When customers’ questions are resolved quickly they will come back again and again. Improves customer and employee interactions. Companies using Glance see an average satisfaction rating of 97% and improve NPS (net promoter score) as much as 18 points. Industry Insider RETAIL

The Solution Glance personalizes the entire ecommerce Resolve issues with journey from human-guided shopping experiences guided support. to face-to-face digital customer support. The Challenge: For purchases that include high-tech, appliances, fitness, or even high-dollar-value fashion, having to contact support when the item isn’t Provide personal shoppers. performing as expected, or has a flaw, The Challenge: When customers are pushed is often a frustrating experience. to self-service or bots to answer questions about The Solution: Glance lets customers and high-value or complex purchases, they are likely service agents see, show, or share anything to get frustrated. They may abandon their to troubleshoot and resolve issues from shopping carts — and your brand — altogether. within a website or mobile app. If the item The Solution: With Glance’s human-guided can’t be fixed, the agent can collaborate shopping experience, customers can raise a digital with the customer on returns and hand for retail associates to shop with them. This replacements within the retailer’s experience replicates the confidence and website or service portals. personalization of shopping in-store with an expert — without ever leaving the context of your website or mobile app. Elevate service offerings. Train brand ambassadors. The Challenge: Competitive pressures, fast-changing The Challenge: Building brand loyalty and trends, and challenging economic conditions can elevating the customer experience requires make hitting sales numbers in the retail world feel constant innovation on the products and like a roller coaster. Competition is even fiercer when services retailers provide. Not only can it be products are high value, have a highly-emotional expensive, but it can be slow to scale. attachment, or have especially complex The Solution: Glance allows retailers to create a purchase processes. marketplace where customers can connect and The Solution: Glance helps you create a white-glove shop with trusted, third-party experts inside the experience for your customers by training retailer’s existing digital properties. Experts can customer-facing employees, brand ambassadors, offer their services on demand, driving new and influencers within your existing shopping experiences that include everything website or app. from styling consultations to technical advice. With Glance, companies improve sales and generate new revenue streams.

The Scenario Glance solves Cecelia’s challenges by helping her to: In this example, let’s imagine how an SVP Increase average sale value and decrease cart of customer experience uses Glance to abandonment rates. develop valuable experiences that create Glance enables a human-guided shopping experience meaningful differentiation and brand love. that customers love. Increase customer satisfaction and deepen brand loyalty. Glance has helped Cecelia increase FCR (first contact resolution), CSAT (customer satisfaction), and NPS (net promoter score) by providing “wow” moments even during difficult interactions. Cecelia CX Accelerate time to market and time to sales. SVP, Customer Experience With Glance, Cecelia’s teams can quickly and effectively transfer knowledge about brands, products, and services with employees, ambassadors, and influencers using the Cecelia is responsible for company’s existing digital properties (website or app). helping the CCO drive Elevate the brand experience. innovative business initiatives Cecelia connects her customers with trusted experts that will elevate the customer Her Goals: Her Challenges: from her company’s ecosystem, allowing them to personally experience, set their brand • Increase revenue opportunities like • Friction in customer purchase join customers in the company’s digital retail properties apart, and renew customer average sales per transaction and support journeys to provide advice, consultation, or support. She can now loyalty in an increasingly • Increase customer/brand loyalty • Pressure to personalize the increase customer satisfaction, brand loyalty, and competitive market. and customer satisfaction shopping experience while • Increase employee effectiveness driving efficiencies profitability with new revenue streams. and efficiency • In-store sales have not returned • Increase employee satisfaction to pre-pandemic levels • Decrease cart abandonment rate • Maintaining a constant connection with the customer with a leaner • Increase gross margin and organization Learn more about Glance total revenue • Differentiate the brand’s CX in a sea of similar digital experiences