2023 Customer Experience MetriStar – Visual Engagement Applications

Published on: March 14, 2023

Author: Robin Gareiss, CEO and Principal Analyst
Five providers earned the Metrigy MetriStar Top Provider Award for Visual Engagement Applications. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success. Visual Engagement Applications: Visual engagement applications include video conferencing (one-way, 1:1, and 1-to-many), screen-sharing, and co-browsing. Customer service and sales professionals are increasingly using these applications to engage in visual conversations with customers, and to enable customers to share information with agents or simply see the person with whom they’re interacting. Examples include reviewing product options on a screen, troubleshooting a customer app, advising clients face-to-face on sensitive issues, or viewing an actual product issue via video. Visual engagement is available from providers with dedicated CX applications as well as from video meeting vendors whose applications customers use to improve CX.

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