Glance vs. Strikedeck (discontinued)

Glance is an ideal tool where the customer base is not very technologically savvy. We support farmers, so this demographic is known for being behind on the technological advances of their industry. We are primarily a call center. Glance has helped our new agents be better equipped from day one, which results in their onboarding time being much quicker since they are able to see common issues first-hand

Incentivized

The system is good for Customer Success teams to get started and if all the users are updating it responsibly. There are not many checks and balances in the system so your team will have to be disciplined. The reason why I have not been generous with my rating is only because of the slow nature of support and upgrades to the product.

Incentivized

• Being able to start a meeting right from your task bar with minimal clicks is key for great customer service.
• The ability to customize our support domain makes it an easy address to verbally give the customer.

Incentivized

• Automating tasks within Playbooks
• Combine multiple sources of customer data
• Makes it easy to track and review customer status
• The Customer Support is outstanding - knowledgeable, helpful, responsive

Incentivized

• We would like more reporting features and more granularity with what we see.
• We would like to schedule our own reports.
• We would like more control over the user templates.

Incentivized

• The knowledge base with content and videos is still work in progress.
• The support team was very responsive, but not consultative. I had to create from scratch most of the time.
• It was confusing to use.

Incentivized

I think the only thing holding me back from a 10 is the fact that I don't have that next step field and integration seems to break at times.

Incentivized

Easy to get hold of and always very helpful. Having a support team dedicated to one product and one that will support all of your users (not just the admins) made it easy to implement in a small business.

Incentivized

When we get issues with Strikedeck, we raise it internally with the Strikedeck admin team. They then contact Strikedeck and raise a support ticket. The turnaround time is quick quick. But from my personal use of Strikedeck, I have only come across few situations where a support ticket is raised with Strikedeck.

Incentivized

Glance, while lacking some features of its competitors, is easy to use and standalone. Support for this application is dedicated to it and you can get near immediate support. This was key given the demographic of our staff.

Incentivized

The lower price was why we went with Strikedeck over Gainsight or Totango.

Incentivized

• Glance has reduced the amount of time an agent spends on a single call by nearly 30%. This reduction in time has helped us attend to more customers and more quickly.
• The speed at which our agents picked up this tool speaks to the ease of use and integration of Glance.
• Overall, this has helped our team managers train their teams on the product more efficiently.

Incentivized

• Helps in better forecasting of revenue & customer retention.
• Provides Customer Success specific MIS.
• NPS survey help gauge customer pulse.

Incentivized