Visual Engagement for SalesforceGlance Lets You See or Show Anything with One-Click

Glance is a leading visual engagement solution available in the Salesforce AppExchange. Enable your agents to see any desktop, browser or mobile app without having your customers download anything.

Glance sharing sessions let your agent instantly see what’s on the screen of the customer, or show the customer a presentation or demo. Visual engagement results in speedy knowledge transfer, frictionless selling, efficient service case resolution, and higher customer loyalty. Connect to customers with one click Traditional meeting-based screen share tools are embedded in the calendar. Glance, instead, is integrated into Salesforce, where your agents are doing most of their work. With one click from the Salesforce case or contact record your agents can launch a sharing session. Glance enables a seamless, elegant, and frictionless workflow that agents and customers love.

Measure the impactGlance automatically logs sharing session metadata as an activity in Salesforce. That allows management to track the impact of sharing sessions on KPIs. Glance customers commonly experience shorter average handle time, higher first call resolution, increased customer satisfaction, shorter sales cycles, higher sales conversion, and higher lifetime revenue.

Humanize the conversation with Glance Agent Video Glance Agent Video provides a real-time video chat experience for your customer or prospect, allowing them to see the friendly face of the agent with whom they are speaking. Agent Video is proven to build trust, diffuse tense engagements, and increase customer satisfaction.

“Glance integrated with Salesforcehas improved our ability to resolve issues swiftly within a single call and deliver even more ‘wow’ experiences.” Partner Implementation Manager Constant Contact

Universal Glance enables sharing across all mobile, web, and desktop platforms, using established cobrowsing, screen sharing, and video technologies.

SecureThe secure, scalable infrastructure is PCI-1 and HIPAA compliant. Sensitive customer data is masked from agent’s view.

MeasurableGlance automatically logssession data with Salesforce interaction records.

5-Star Rating onAppExchange!

www.glance.net

Salesforce Service CloudYour customers are on your website or in your app and they need help. When a customer calls or chats with your service agent, Glance lets your agent instantly see their screen, understand their problem, and guide them to a speedy resolution. The results are shorter average handle time, higher first call resolution, improved customer satisfaction and loyalty, and delivery of a premium customer experience.

Salesforce Sales CloudWhy is it important to have visual engagement embedded within the Sales Cloud? Your sales agents can launch a Glance session to demo, present, or guide a prospect with a single mouse-click from the contact record. And Glance sharing session metadata is automatically tracked as a Salesforce activity, so sales management can inspect and measure how visual engagement impacts the sales cycle and revenue. Glance is perfectly engineered into your sales motion for zero friction and automatic KPI capture.

Salesforce Community CloudEquip your community with Glance, so you can collaborate directly with resellers, distributors, partners, and customers. Visual engagement solutions empower you to guide visitors to the information they need to succeed.

Glance Visual Engagement can be launched from within the Salesforce object. When Salesforce detects the presence of the customer on the website, the button lights up.

With 1-Click Connect, the agent can cobrowse with the customer,see what the customer is viewing, and quickly resolve the problem.

Metadata for Glance sessions is captured automatically, making it easy to report on the business impact of visual engagement.

“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

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Visually engage across any device, any channel,any department, anytimeEngage with customers where they feel most comfortable -- desktop, browser, or mobile app. Glance allows you to effortlessly deliver an omni-channel experience in sales, customer service, training, and technical support. With no downloads or plug-ins, Glance takes technology compatibility out of the equation for a seamless visual engagement experience between agents and customers.

ChatterJoin critical demonstrations or customer service sessions in real time—directly through Chatter. Whether you’re part of a vital, revenue-generating team or managing key customer situations, you need to be connected. Glance’s integration with Chatter lets you automatically post updates each time a sales call, online shopping experience or support session begins—allowing the people you need to join in real time from any device.

DashboardsGlance automatically records the metadata of each sharing session -- which agent used which service with what customer and for how long. Leverage that data in Salesforce reports and dashboards to track business value, top performers, and best practices.

Security and Privacy ComplianceGlance has a secure and scalable infrastructure that passes the strictest security requirements. Glance is PCI-1 and HIPAA compliant. Private information (PII) can be masked from an agent’s view, and visual session data is always encrypted in motion and never stored at rest. Glance’s security and privacy features make it a perfect solution for financial services, healthcare, and other industries with strict compliance requirements.

Glance 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 websites (no proxy server)

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

Headquarters1167 Massachusetts Ave.Arlington, MA 02476

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

www.glance.net @glancenetworks

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.

©2019 Glance Networks Inc. All Rights Reserved.

A frictionless path to great sales, training, support, and service experiencesInstantly connect with customers through a real-time, interactive view of content—as though you are in a room together. Glance makes conversations relevant and effortless, promotes positive customer experiences, and builds customer loyalty.

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

CLEAR. Agents can annotate elements on the screen for customers -- point, click & drag a box around items -- to highlight elements and guide navigation.

UNIVERSAL. Agents can see the customer’s browser view from any device.

CLOUD-BASED. No proxies or on-site 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. Fields containing private customer information (ID numbers, credit card info) can be masked from the view of the agent. 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.

Small improvements in the call center can really add up:

Challenging calls would be

1 minute shorterYou would save on average$0.67 per callAnnual increases to call center productivity equivalent to adding

3 new agentsTry Glance`s ROI Calculator

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