Digital customer service provider Glia has announced its communications and collaboration platform has been selected by 35 additional banks, bringing its financial customer base to over 200 organisations.
The Glia platform allows companies to communicate with customers in an omni-channel capacity, with features including messaging, video banking, voice and co-browsing.
“Partnering with Glia has provided us a single platform to engage our customers within any digital service we offer without forcing our customers to exit the digital space and pick up a phone or visit a branch,” said Brian Avery, vice president of technology and digital strategy for STAR Financial Bank.
Focusing on financial enterprises, Glia’s solution allows for the deployment of specialised chatbots to help customers and transfer to live agents if necessary. At the moment of hand off, background information about the customer and the issue is also transferred, boosting both the employee and customer experience.
“To successfully compete, banks must be nimble and adopt the technology they need to meet the evolving customer preferences,” said Dan Michaeli, CEO and co-founder of Glia. “Supporting these banks will help tens of millions of customers transition from a phone-first to digital-first banking experience. Digital Customer Service will enhance how they manage their finances, and ultimately strengthen loyalty.”
Glia recently partnered with Ideal Credit Union on implementing the former’s communications and collaboration platform.
“A strong digital strategy is critical for success both today and in the future, which is why we’ve adopted a digital-first mindset enterprise-wide,” said Shannon Butler, senior vice president of operations of Ideal Credit Union.
“Consumer expectations have skyrocketed in recent years and financial institutions must be able to meet and serve them in real-time and personally to earn their loyalty. Leveraging Glia has been a key part of our digital transformation; since implementing the platform, we’ve improved the experience for both our members and staff which is evidenced by their positive feedback.”
