Digital Customer Service Platform
Glia TechnologiesReviews from AWS customer
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Great User Interface and Technical Assistance
What do you like best about the product?
The user interface (for agents and staff alike) is very user-friendly, the help desk is top-notch and very prompt in responding and down-time is extremely rare!
What do you dislike about the product?
For feature enhancements, sometimes there's a lack of communication on the status.
What problems is the product solving and how is that benefiting you?
We want to move more into the digital space for customer service inquiries and Glia's product is helping make the transition.
Always moving forward and growing.
What do you like best about the product?
I like the operator visibility in Glia and the improved dashboards. Its easy to view my operators and reach out when needed.
What do you dislike about the product?
The reporting has come a long way, but I would like to see further details in reporting to break down by queue, and operartors.
What problems is the product solving and how is that benefiting you?
Glia has worked on distinguishing when an operator or visitor disconnects. This has helped us improve our quality assurance stats to provide better customer service. Small additions mean big opportunities for customer service.
Glia and Traditional Bank
What do you like best about the product?
From the kickoff meeting to testing through go live, Glia's team provided the best project management experience. In addition, the product allows our bank to meet our clients where they are and how they want to be served. As we continue to focus on our client experience, Glia has a value add that is seamless.
What do you dislike about the product?
I haven't found a lot of downsides. We haven't been able to get in other products yet, but I am excited for that to happen. I hope that our core processor is going to be easy to implement as well.
What problems is the product solving and how is that benefiting you?
We were unable to chat before, and we were unable to measure website traffic or behaviors. With Glia, you get great insight to customers engagement and behavior.
Digital Customer Service Platform of Choice
What do you like best about the product?
We enjoy having the ability to offer different communication methods to our members and let them decide how they would like to interact with us. Having this flexibility and pairing it with an intuitive back end for our staff to effectively juggle the different communication methods is a game changer. It can be challenging to troubleshoot technical issues without having the ability to see what the members are communicating to us. With tools such as Co-browsing or Screen Sharing, we can assist our members in a fraction of the time it takes with traditional methods.
What do you dislike about the product?
One downside we have difficulties with now is the ability to see, from a technical perspective, the quality of our calls. This feature will give us some insights on any issues if a call is experiencing any challenges, whether it's with our systems or on the member's end. Overall, their support can assist with this today, so it's more of a want than a dislike.
What problems is the product solving and how is that benefiting you?
Glia is assisting us with collecting all our engagements into one portal and aggregating that data in a beautiful and rich graph format. Our supervisors can monitor the team's progress and make rapid decisions without having to do much work in compiling all this ahead of time.
GLIA makes working online banking easy
What do you like best about the product?
Being able to view exactly what the customer is seeing makes our jobs so much easier!
What do you dislike about the product?
Just waiting for GLIA to hit our app. Also wish it worked on something other then Chrome.
What problems is the product solving and how is that benefiting you?
When we have older customers or customers that say they are seeing something on the screen, GLIA makes it much easier to assist when we can see it for ourselves.
Glia provides great products and support that works on our schedule.
What do you like best about the product?
The ease of set-up and use is what I like best. I believe the new Glia Virtual Assistant (GVA) will help new customers even more. We are fortunate to have an employee with coding experience who built our chat bot, but GVA makes that easier for those who do not have that resource.
What do you dislike about the product?
There really isn't anything I do not like about the Glia product or process.
What problems is the product solving and how is that benefiting you?
We went live with Glia in advance of a core conversion. We wanted to have a chat bot in place to handle some of the increased call/email volume we knew we would experience. Our goal is to have our chat bot take up to 70% of engagements.
Great Partnership
What do you like best about the product?
The partnership we created with Courtney has been the most helpful. She has done a great job in communicating updates and providing timely responses.
What do you dislike about the product?
During the implementation, there were some settings we did not take advantage of; however, when Courtney took over, she helped review our settings and ensure we were up to date on all updates and features.
What problems is the product solving and how is that benefiting you?
Currently, they are working with us on our Video engagements. They have been great at follow-up and consistently working our open service tickets.
Future of Customer Experience
What do you like best about the product?
Glia allows us to connect with our customers where they are. By providing a variety of options rather than just simply chat or phone call, we can service customers from the comfort of wherever they choose.
Our Customer Care Team loves the functionality that the platform brings and they're truly able to resolve customer inquiries via multiple different methods.
Our Customer Care Team loves the functionality that the platform brings and they're truly able to resolve customer inquiries via multiple different methods.
What do you dislike about the product?
I hope for better integration with digital banking vendor to be able to provide the full level of service that Glia brings to us. Having a third-party vendor in the middle can create a roadblock at times.
What problems is the product solving and how is that benefiting you?
We can help our customers in more than just traditional ways. With Cobrowse, screenshare and call visualizer, we can take ownership of the experience and educate a customer all from the same screen.
Super easy & convenient way to connect to our members
What do you like best about the product?
Glia has been very user friendly for our team. Logging in and being able to quickly connect with our members daily over chat has helped enhance the member experience. Also, I appreciate the responsiveness of our client support team as well as tips they have shared with us to create a better flow for our members.
What do you dislike about the product?
I don't have anything that I can say I dislike at this time.
What problems is the product solving and how is that benefiting you?
We have a very active contact center and this has just been an easier way for our members to connect to us for quick responses, thus lessening our call volume. Our agents are enjoying being able to chat and solve member issues and answer questions via this channel. We hope to add some additional teams in the future so specific departments can respond to members based on their requests.
A pleasure to work with!
What do you like best about the product?
The product itself is excellent. Easy to configure, incredibly user-friendly for agents, attractive and easy to use on the customer side, and great analytics and reporting. The customer service has been top of class. The folks at Glia are always more than happy to help and go out of their way to make instructions easy to follow, including creating customized videos (so simple, yet not something I see from other vendors). I would absolutely recommend working with Glia.
What do you dislike about the product?
There is really nothing that I would go so far as to say I dislike.
What problems is the product solving and how is that benefiting you?
We have upgraded our chat and SMS services with Glia as far as customer and agent experience go. We have streamlined both into one queue for agents to respond to, making for much more straightforward and smoother handling. We now also can integrate chat into other areas of our online presence easily, which our previous solution did not provide. Glia's real-time customization also allows us to go in and make changes to settings and verbiage quickly, as needed. The ability to co-browse with our virtual banking users is an invaluable tool we have wanted for years!
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