When you find yourself beating your head trying to get that recalcitrant bank feed to cooperate in QuickBooks or when you have a tax form spit an error in TurboTax just minutes before a deadline, you understand the sinking feeling: you are up against a wall. You can talk to support, send them a screenshot or go over the walkthrough in a help article, but not always that will be enough. You want a person to observe what you see real time and lead you through it just the way it really is. Glance Intuit comes in at that point.
Glance Intuit is Intuit Inbuilt screen-sharing technology; it allows connecting directly to a customer support specialist. Rather than explaining that which is occurring on your screen, you are capable of sharing securely, and the expert is able to graphically direct you. The result? Quicker decisions, fewer back and forth, considerably fewer instances of “Wait, where did you click this time?”.
Table of Contents
The Problem with Traditional Support
Before delving into what makes Glance Intuit special, it is good to consider the conventional way of customer support.
Centuries-old support was based on phone calls and emails and, nowadays, through chatbots and live chat agents. Despite the usefulness of these channels there is a common restraint however every single one of them involves your need to transfer what you see on screen to words and then in hoping that the other individual will interpret it accurately.
And if you have ever spent a moment trying to say, “It is the third button after the right side, under the blue title, beside the drop down that says, View, you realize how tedious this gets to be.
There had been remote support software before, of course, but it was too technical or slow or intrusive to many small business owners or individual taxpayers. You would need to download bulky apps, make blanket authorizations and hope that nothing went wrong with the dealings.
Intuit recognized the possibility of including the solution directly into its products so that it would be part of an easy, secure, and on demand process.
What Exactly Is Glance Intuit?
Behind Glance Intuit lies Glance Networks, a company which produces cobrowsing and visual engagement products. Intuit has partnered with Glance to incorporate the technology into Intuit support workflows.
And here is the way to use it:
When you are in QuickBooks or Turkey tax and are talking with an Intuit support agent, one of the features they suggest is to view your screen using Glance. You are shown a prompt requesting you to give permission. Such a granted agent can then observe everything you do– no more, and no less. You are in charge and the agent is capable of going through things with you without completely usurping your computer.
How It Feels to Use It
One of the terms actually used by customers when describing the experience is that, it is as though, there is somebody sitting next to them. A visual instruction is somehow more immediate in a way that it is hard to translate to text or speech only.
Suppose it is the first time you are installing payroll in QuickBooks. The customer care representative can literally point where you have to press, the field in which you have to edit information, and can ascertain in real-time that you are writing the correct information. The whole process is collaborative as opposed to procedural.
The magic does not only lie in watching the same screen, but it’s the translation barrier that is removed. You both are seeing something, simultaneously, and there are no misunderstandings.
Beyond Screen Sharing: Cobrowsing
Although, most people consider Glance Intuit like screen sharing, technically speaking, it is similar to cobrowsing. When you cobrowse, the agent is not actually viewing your screen, he has exactly the same application state as you. This implies that it is more time-saving, syncretic and less likely to exhibit lag effect as compared to the conventional screen-sharing applications.
Cobrowsing goes a step further to give the ability to the agent to annotate your screen (or highlight things) or even perform actions (with your permission) and that interaction can be linked directly to the app. Being app-aware, cobrowsing is also by default more secure than sharing your entire computer.
Why It Matters for Small Businesses
Time is money as far as small business owners are concerned. Each hour spent banging their head against accounting software, is an hour that is not spent on customer service, product construction, or promotional of the business.
With Glance Intuit, you can even overcome those frustrating situations where some difficult task, like importing a new chart of accounts, setting up inventory tracking or reconciling multi-currency transactions can take nothing more than minutes instead of days. It is a straight productivity upsurge.
Faster resolutions are not only convenient in an industry where the deadlines by which a company is liable to pay its taxes or process payrolls are stiff and unlenient; should the deadlines fail to be met, the consequences of failure thereof can be quite expensive.
The Human Factor
There is further meaning to this that one can fall short on, the confidence of customers. Finance is also something that might cause fear depending on the knowledge of the aspect, in this case, accounting.
It is not a fix at all when you are taken through the steps visually, step by step with a real human being guiding you and showing you how to do it. It is an educational activity. Most customers have commented that after the Glance they are now in a better position to deal with issues such as their own in future.
Its difference between a person being told an answer and being shown how to derive an answer. That empowerment creates loyalty and in the case of Intuit, priceless.
The Bottom Line
Glance Intuit is not gaudy. This is not some toy you will clasp in your hands and an app that you will begin swiping in bed. It is a back-level facilitator and one that changes gracefully the need in the customer support setting of being a frustrating game of guesses into an associative, instructed discussion.
At a time when the world is doing so much more than ever before on our own, whether it is filing taxes or entire businesses run off a laptop, anything that resembles that kind of guidance can feel like magic. It even means one more way of keeping the occasional users loyal to Intuit in the long run.
Since it is all about the technology after all. It is of that sigh of relief you give when someone says: I understand what you mean. Together we will fix it.”
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