Glia
Glia offers a Digital Customer Service platform that integrates multiple communication channels and provides features like CoBrowsing, AI Management, and Video Chat to enhance customer interactions in various industries, particularly financial services.
Services
Glia offers a Digital Customer Service (DCS) platform that seamlessly integrates various communication channels, including chat, voice, video, and SMS. The platform's ChannelLess™ Architecture allows for smooth transitions between communication modes without losing context. Additionally, features such as CoBrowsing, Video Chat, AI Management, and live observation help enhance customer interactions. Glia's Workforce Management feature ensures optimal staffing and productivity, while WhiteGlove Customer Success service includes comprehensive onboarding, training, and ongoing optimization.
Industries Served
Glia serves a diverse range of industries, primarily focusing on financial sectors such as banking, credit unions, fintech, insurance, and lending. Over 500 financial institutions use Glia's platform to boost customer experiences and improve operational efficiency. Solutions are tailored to meet the specific needs of these industries, supporting customer engagement tools like secure live and bot-assisted messaging, dual-cursor CoBrowsing, and secure file attachments.
Security and Certifications
Security is a paramount concern for Glia, which holds several key certifications including SOC 2 Type 2, PCI DSS, and HIPAA/HITECH Type 1. These certifications ensure that Glia's platform meets stringent security standards, making it suitable for financial services organizations that require high levels of protection for customer data. Glia also supports a Bounty Program to encourage third-party security researchers to identify vulnerabilities, further enhancing its security posture.
AI Management and Virtual Assistants
Glia's platform features an AI Management module that allows clients to deploy, manage, and measure conversational AI solutions. The company offers pre-built virtual assistants capable of handling over 800 conversational user intents specific to banking. These AI-driven tools aim to improve key performance indicators like conversion rates, customer satisfaction (CSAT), and average handle time (AHT), thereby contributing to enhanced customer experiences and operational efficiency.
Resource Library and Educational Tools
Glia provides a comprehensive library of resources designed to help clients make the most of their platform. This library includes case studies, white papers, and interactive guides that offer in-depth insights into maximizing the effectiveness of Glia's digital customer service solutions. These resources serve as valuable tools for better understanding and utilizing the platform, driving improved customer engagement and operational performance.