Welcome to the new Guidnce. We’ve given our website a fresh look and a clearer way to explain the work we care about: helping the people behind customer service turn everyday conversations into better experiences.
If you lead a service team or work in customer experience, you know how much those conversations hold. You hear the questions nobody expected, the explanations that finally make sense, and the frustrations that keep coming back. There’s a lot to learn, if you can find the time and the means to listen.
Start with the people in the conversation
A customer wants help with something that matters to them. An agent wants to give a useful answer. A team lead wants to help that agent feel more capable next time.
And sometimes, despite everyone’s effort, the experience still falls short. The answer was buried in an outdated article. A process left the agent with nowhere to go. A bot handed over a customer who had already explained the problem twice.
We believe those details deserve attention. They help us understand what people need to do their jobs well and where the organisation needs to make things easier. That belief shapes how we build Guidnce.
Give what you learn somewhere to go
We call our approach Interaction Performance. It means looking at how the whole interaction works: the people involved, the knowledge they use, the processes and automation around them, and what happens for the customer.
Our product direction follows four connected areas: Understand, Diagnose, Act and Measure.
First, understand what is happening in the conversations. Then investigate why a problem keeps appearing. Use what you find to choose an action, whether that’s coaching, better information or a change to a process. Come back afterwards and see what has changed.
That gives a conversation a life beyond the recording. It can help an agent develop a skill, give a team lead a useful coaching topic or show another team where customers are getting stuck.
Meet Compass
Compass is our AI workspace for exploring those questions. You can ask about your operation in plain language, investigate whether a problem points to people, process, knowledge or automation, and open the interactions behind an answer.
You bring your knowledge of the team and the business. Compass helps you explore the evidence. Together, that gives you a better starting point for deciding what to do next.
We’re also developing specialist assistants for work such as coaching preparation, contact reason analysis and training. We want the help to fit the task you’re trying to get done.
Trust matters here. People need to be able to see why an assessment was made, add the context that’s missing and challenge it when it doesn’t fit. That’s part of making this useful to the people whose work it touches.
A place to share what we learn
This blog is part of the new Guidnce too. We’ll share practical ideas for coaching, lessons from customer work and our thinking as the product develops.
We’re starting with questions you might recognise from your own week: how to prepare a useful 1:1, and how to tell whether a difficult customer interaction really calls for more coaching.
We hope you’ll find something here that helps with your next team conversation or gives you a useful question to take back to the business. And we’d like to hear what you’re working on.
Have a look around, follow Guidnce on LinkedIn, or book a demo and tell us about your team. We’d love to meet you.
The Guidnce team
CEO & co-founder
