Glia Voice
Glia TechnologiesReviews from AWS customer
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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!
Glia feedback
What do you like best about the product?
User friendly, easy to make changes or updates, great support team!
What do you dislike about the product?
Stats download to an Excel spreadsheet without being able to filter out data beforehand. This makes it tedious when just looking for wrap up code numbers, survey results, etc.
What problems is the product solving and how is that benefiting you?
We are going to finally integrate an AI Bot feature which we have talked about for a couple of years!
A quick and convenient way to provide customer service enhancing the overall customer experience.
What do you like best about the product?
Intuitive, easy to use for our members and staff. It's convenient for those members that need to have a conversation with us but cannot be on the phone. It provides all of the functionality of calling into our call center in a more convenient package. The support that we get from the Glia team has been fantastic.
What do you dislike about the product?
We would like reviews from our customers to be intergratred to our net promoter score system.
What problems is the product solving and how is that benefiting you?
Digital banking technical support. The ability to pinpoint where the customer is on their device when encountering issues.
Great Customer Service
What do you like best about the product?
I love how reps can engage with members easily.
What do you dislike about the product?
I wish more users had more abilities to view/edit their settings.
What problems is the product solving and how is that benefiting you?
Fewer calls are going to reps for simple tasks such as account balance information.
Great product and great client success team
What do you like best about the product?
Glia was incredibly easy to implement and configure to meet our company's needs. The client success team we worked with really knew the ins and outs of their product and made implementation and launch a breeze. Also glia is always improving their product and offering new enhancements. One of the best vendors I have ever worked with in my 20+ years in the digital space.
What do you dislike about the product?
No downsides I can think of offhand. I wish they did offer some more branding options within the platform.
What problems is the product solving and how is that benefiting you?
Providing another channel for our customers to receive real-time support.
The Glia product and Team delivers what it promises - seamless technology and white glove service!
What do you like best about the product?
The Glia Hub is so intuitive, resulting in a great employee experience and customer engagement.
What do you dislike about the product?
We have not found a thing we don't like.
What problems is the product solving and how is that benefiting you?
Glia has provided us another way to communicate with our customers enabling us live into our customer experience principles. We can now more efficiently serve our customers and be there when they need us with our 24/7 chatbot integration.
Adaptable, Dependable and Intuitive
What do you like best about the product?
User-friendly and improvement-driven. Very receptive to feedback
What do you dislike about the product?
Lack of breakdown in reporting; however, Glia is constantly working to make adjustments that best suit our business needs. One example is their extended reporting available in the business intelligence tool (insights)
What problems is the product solving and how is that benefiting you?
We are working through different features that suit a customer service-driven chat rather than sales-driven. We've seen implementations of the Live Coaching tool (LOVE IT), the ability to enable chats per operator instead of site-wide, and many more features.
We are currently working through reporting differences within Glia vs. what we need to have the ability to review in full detail. Workforce Management options are in the works to try and resolve this difference.
We are currently working through reporting differences within Glia vs. what we need to have the ability to review in full detail. Workforce Management options are in the works to try and resolve this difference.
nice functionality for users and shoppers alike, however some gaps in reporting
What do you like best about the product?
ability to enhance shopping experience and provide an additional medium to connect with reps for assistance
What do you dislike about the product?
reporting is a bit clunky, and it's also very difficult to determine abandonment rates based on rep availability
What problems is the product solving and how is that benefiting you?
pop up bubbles to guide shoppers through our site, and the chat and observe functions
The program is so easy to use and gives us great tools to help our members!
What do you like best about the product?
I like the Live Observation feature best.
What do you dislike about the product?
Not enough Business Rule examples for help
What problems is the product solving and how is that benefiting you?
We can see where members are logging in to our Online Banking which helps us with fraudulent logins.
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