Digital Customer Service Platform
Glia TechnologiesReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
55 reviews
from
External reviews are not included in the AWS star rating for the product.
SVP - CIO/CTO
What do you like best about the product?
Using Glia has been a game-changer for our member service contact center. I remember when we first implemented it, the difference was immediate. Instead of our phone lines being constantly busy, Glia started deflecting calls to simple self-serve answers. This not only freed up our agents to handle more complex issues but also made our members happier with quicker resolutions
What do you dislike about the product?
While Glia offers very useful features, our credit union has faced a few challenges. The platform's self-serve options sometimes fail to address more complex member inquiries, leading to frustration. Additionally,integration with our existing systems was also more complicated than anticipated.
What problems is the product solving and how is that benefiting you?
Glia helps by reducing call volulme for simple to medium complexity questions and expands our contact center capacity.
Glia - nothing short of amazing
What do you like best about the product?
Im not sure where to start. I have been in call centers for most of my professional life and no matter the type of orginization, the tools have always been lacking. Glia is quite the opposite. From the tons and tons of features that make you and your teams life easier to the small amount of training it takes to master the platform - I dont think anyone will find complaints. Their customer support team responds faster than most other teams we lean on. The lift to implement is as seamless as you can think. I absolutely love Glia.
What do you dislike about the product?
I dont think there is a thing I dislike about Glia. It integrates with almost any vendor you have and they have a 99.99% uptime.
What problems is the product solving and how is that benefiting you?
Glia is solving so many problems its hard to list them all so I will speak on two things. My teams life has been made so much easier and once we are able to leverage all Glia has to offer, it will get even easier. Their lives being made easy translates into their happiness which translates into the best member experience we could offer.
Secondly, Glia is solving for our abandonment rate and service level issues. Before Glia, we had a large team struggling to meet our KPI's but now, we are worlds ahead of where we were. Like I said above, its only going to get better.
Secondly, Glia is solving for our abandonment rate and service level issues. Before Glia, we had a large team struggling to meet our KPI's but now, we are worlds ahead of where we were. Like I said above, its only going to get better.
Progressive Digital Service Solution!
What do you like best about the product?
Glia is an innovative company who is adding features and functions to support a full digital service/digital experience service model. From chat and audio/video, AI integrations in all digital channels (phone, chat, virtual assistant) to support our customers and empower agents to optimum efficiency and reliability in service. They also support multi-lingual chat and virtual assistants which supports our company's strategic initiatives to support different communities. Implementing features are easy and do not require deep IT support- this is citizen level with high-tech impact! A whole division of our business runs on Glia, which has been revolutionary in our customer support model since 2020.
What do you dislike about the product?
There is swift progress in the AI capabilities Glia offers. They have been a fast follower in the AI space, and I have no doubt they will leap ahead.
What problems is the product solving and how is that benefiting you?
Glia has helped us with scaling our remote service operation. We have a formal Virtual Branch that is powered by Glia live chat, virtual assistant, co-browsing (also in multiple teams), and we plan to continue to expand. Having the Virtual Assistant in both English and Spanish has been a game changer to provide 24/7 digital support for our growing membership.
Great Business Partner
What do you like best about the product?
Glia allows our organization to be digital first when communicating and interacting with our membership. Their product is very seamless and modern. Customer support is excellent.
What do you dislike about the product?
We do not have any dislikes with Glia at the moment.
What problems is the product solving and how is that benefiting you?
Glia allows us to communicate with our members in the method they prefer. Glia adds efficiencies into our processes and saves us employee time.
Easy Testing/Quick Implementation
What do you like best about the product?
Love how easy it is to test and push to production.
Customization of platform can be done to meet our organizations needs.
Lots of communication with our rep to aid in making this platform the best experience for our members.
Customization of platform can be done to meet our organizations needs.
Lots of communication with our rep to aid in making this platform the best experience for our members.
What do you dislike about the product?
Some times with support we don't get the best responses to our inquiries. Our rep does a lot to ensure we get the answers, but support is generic in their answers or suggestions for solutions.
We've also experiences a lot of issues with the implementation of audio/video.
We've also experiences a lot of issues with the implementation of audio/video.
What problems is the product solving and how is that benefiting you?
Shorter wait time for members get answers to simple questions without having to wait on hold to connect with a contact center agent. We have seen a huge increase in members using this service, and a decrease in members calling the contact center.
Good platform - lack of support
What do you like best about the product?
The ability to engage in video sessions, chat, audio
What do you dislike about the product?
Lack of support, does not integrate well with other platforms for call center, does not work well with a kiosk mode. There are more features available on the platform but we have never been told or introduced to them as we have been a client for over 2 years now.
What problems is the product solving and how is that benefiting you?
Individuals are able to still have a personable experience with a person without having to come in through the video functionality
Glia Partnership
What do you like best about the product?
Their continuous support and quick responsiveness. Our rep is always willing to hop on a call or provide helpful reference material and we continue to have bi-weekly calls to check in on progress, new enhancements, or any outstanding issues.
What do you dislike about the product?
Inability to utilize co-browsing or live observation within mobile banking on native apps. Screensharing is the workaround but wasn't well communicated at the beginning.
What problems is the product solving and how is that benefiting you?
Their platform enables us to provide our Members with a more seamless experience. The ability to start a chat and upgrade to an audio or video call with the click of a button is a very smooth transition.
Glia is a wonderful partner to work with to enhance the overall member experience.
What do you like best about the product?
The most helpful tool with Glia is seeing what your members see on their devices to assist.
What do you dislike about the product?
I don't know that there is anything that I dislike.
What problems is the product solving and how is that benefiting you?
Glia is helping us assist our members with online banking troubleshooting.
Glia
What do you like best about the product?
I love the co-browse feature and just being able to see what the members are seeing when they have issues.
What do you dislike about the product?
That we do have more licenses to use at the credit union for more operators.
What problems is the product solving and how is that benefiting you?
They have helped bridged the gap with the people who may need help but do not want to talk to a person so they can chat instead.
Glia has has an excellent chat product and their support team has been awesome to work with!
What do you like best about the product?
Seamless integration with other support infrastruture and the ability to offer customers an alternate servicing method.
What do you dislike about the product?
That we waited so long to start using Glia.
What problems is the product solving and how is that benefiting you?
We can now handle multiple interactions concrruently, and we offer an SMS texting feature via Glia. Better efficiency and servicing options for our customers.
showing 21 - 30