Founded in 2012, New York-based Glia, formerly SaleMove, was launched to reinvent how businesses support their customers in a digital world. The company’s three founders recognized that the phone-centric customer service model banks and credit unions have relied on for decades is inefficient for institutions and notoriously frustrating for their customers. To help solve this problem, Glia created a digital-first communications and collaboration platform to modernize customer service.
Glia's solution enriches web and mobile experiences with digital communication choices, on-screen collaboration and AI-enabled assistance. By leveraging Glia, institutions can meet customers where they are and through whichever methods they prefer – including messaging, video or voice – and guide them through CoBrowsing. Glia’s technology provides continuity by keeping conversations in the digital domain, eliminating the need for customers to spend time reauthenticating or providing context around their issue via clumsy phone experiences.
A key differentiator of Glia’s platform is that it incorporates a unique, strategic blend of the human touch and AI. With Glia, financial institutions can deploy multiple specialized chatbots to efficiently serve customers and help solve their problems but can also seamlessly transfer to a live agent if needed, providing the background information about the customer and the issue at hand to the agent so that no duplication is required. Glia’s chatbots can also oversee customer interactions and train agents by providing suggested responses to them during their engagements, something no other fintech company offers. On the flip side, agents can accept or decline the suggested prompts from the bots, ultimately creating more data and training the bots, improving accuracy and reliability of their responses.
Glia is one of the few platforms that enables organizations to simultaneously increase their top line while lowering costs. With Glia, transactions are more efficient; call times are cut in half (or more), and institutions are able to grow their customer base without adding staff. Glia creates faster, richer experiences for clients and their customers.
Over the years, Glia has partnered with more than 100 financial institutions, insurance companies and fintech providers to enhance the customer experience. For example, Members 1st Federal Credit Union, the third largest credit union in Pennsylvania, leverages Glia’s platform to increase efficiencies, improve member service and to help support growth. Since implementing the solution, the credit union now has a 4.7/5 member satisfaction rating for CoBrowsing and online reps and an up to five minute reduction in phone/IVR based calls.
Glia has demonstrated its commitment to helping financial institutions reinvent the way they connect with and serve customers to remain relevant and compete today and tomorrow.
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