Customer support startup Glia right now introduced it raised $78 million. The funds shall be used to broaden departments throughout its group, the corporate says, with a give attention to product improvement and strategic acquisitions.
Multimodality is quick turning into the norm within the $350 billion customer support trade. In line with research printed final yr by Vonage firm NewVoiceMedia, three-quarters of shoppers want to have their queries dealt with by a stay agent, whereas the remaining 25% favor chatbots and different self-service alternate options. Consequently, greater than 85% of banks have digital investments as their key precedence, a latest Ernst & Younger survey discovered, with the aim of accelerating buyer engagement.
Glia, a New York-based startup cofounded by Justin DiPietro, Carlos Paniagua, and now-CEO Dan Michaeli in 2012, goals to capitalize on the pattern with an omnichannel customer support platform that helps textual content, telephone calls, video chat, and extra.
Glia matches clients with assist employees by pairing video with messaging and voice. The corporate claims its chatbot framework, AI Administration Platform, is a key differentiator. It integrates and tracks bots powered by IBM’s Watson, Amazon’s Lex, Google’s Dialogflow, and different pure dialogue backends, which managers can divvy up into groups.
Clients who go for human assist can take part, through Glia, in stay classes throughout which reps present product excursions and reply questions verbally or by textual content. Niftily, people who dial in are assigned a novel ID that Glia makes use of to intelligently route them to the particular person they final spoke with.
Irrespective of which medium clients select in Glia, its CoBrowsing device allows brokers to stroll individuals by apps and web sites with a digital mouse cursor. The corporate asserts that this selection, in tandem with the remainder of its suite, has delivered some shoppers 20% sooner difficulty discount and an 18% discount in common deal with time.
It’s been an eventful few years for Glia owing to the pandemic, which pushed monetary establishments to reconfigure programs and double down on digital options for buyer engagement. The corporate grew annual recurring income by 150% this yr and now counts amongst its clients over 150 monetary establishments, insurance coverage corporations, and fintech suppliers together with Deutsche Financial institution, BNP Paribas, United Healthcare, and Berkshire Hathaway.
“The occasions of 2020 compelled companies to reimagine how they information and join with clients in a digital world,” Michaeli instructed VentureBeat through e mail. “When companies quickly shutter their brick-and-mortar presence, clients nonetheless require assist as they flip to on-line alternate options. In reality, this digital shift creates a fair better want for customer support and assist as many shoppers who’ve by no means completed enterprise on-line are compelled to take action for the primary time … Lots of our clients are completely satisfied to seek out that they’ll configure Glia to offer enterprise continuity for displaced service staff and digital contact heart employees.”
In September 2019, Glia, which has round 100 staff throughout the U.S. and Europe, acquired Gigzolo, a startup creating suggestion algorithms and a platform that makes it simpler for entrepreneurs to transact on-line with greater than 16,000 occasion service suppliers. Extra just lately, Glia inked a strategic partnership with LitLingo to allow the previous’s clients to make use of the latter’s out-of-the-box AI fashions to watch inbound and outbound communications between assist brokers and monetary clients.
Perception Companions led Glia’s sequence C introduced right now, which had participation from Cooley LLP. It brings the corporate’s complete raised thus far to $107 million following a $20 million series B round in March 2019.
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