Glia’s Digital Customer Service (DCS) solution brings the in-person experience to all customer interactions, whether they start online or on the phone. It breaks down the walls of traditional customer support by combining all communications means (chat, video, and audio ) into one unified, digital customer service experience.
For Financial Institutions around the world, making the shift to digital customer service is a priority. First, to relieve call center agents, overwhelmed by increased call volume and higher complexity, and to be able to provide a seamless user experience to clients who expect quality support. Then, it is an opportunity to collect, analyze and use customer information to learn more about preferences, needs, and behavior, potentially acquire more leads, improve customer loyalty and unlock new sales opportunities.
Add a new dimension to inbound phone calls
By using Glia’s CoBrowsing solution, Financial Institutions can link inbound support calls with the web browsing sessions those calls originated from. CoBrowsing allows customers to share their screens, providing agents with real-time visual context that can be used to “see” customer issues immediately. Knowing what the problem is immediately allows agents to “show & tell” customers how to properly resolve the issue much more quickly than they could if they were relying on legacy communication channels, leading to decreased average handle time and more satisfied customers.
Seamless channel switching
Glia gives companies a simplified, integrated way to use multiple virtual assistant engines based on their requirement/choice. By allowing agents to easily switch between chat, video, and audio communications with customers, the platform adds layers of efficiency, automation, and effectiveness to interactions, and provide the right balance between self-service and human support that customers expect.
Increase sales with digital customer service
Friction in the customer digital journey increases abandonment rates. Glia enables financial institutions to acquire more leads and increase online conversion. Banks can identify high-value website visitors, react to inbound communication requests, or proactively reach out via live chat, video, or audio. With Glia's powerful Observation and CoBrowsing features, companies can arm their agents with visual context and offer personalized browsing to better aid customers, hence diminishing the abandonment rate.