Glia raises $78 million to digitize customer service interactions

Customer support startup Glia lately introduced it raised $78 million. The price range will probably be used to extend departments throughout its group, the corporate says, with a focal point on product construction and strategic acquisitions.

Multimodality is rapid turning into the norm within the $350 billion customer support trade. In step with analysis printed ultimate yr via Vonage corporate NewVoiceMedia, three-quarters of shoppers like to have their queries treated via a reside agent, whilst the remainder 25% desire chatbots and different self-service possible choices. Because of this, greater than 85% of banks have virtual investments as their key precedence, a up to date Ernst & Younger survey discovered, with the purpose of accelerating buyer engagement.

Glia, a New York-based startup cofounded via Justin DiPietro, Carlos Paniagua, and now-CEO Dan Michaeli in 2012, objectives to capitalize at the pattern with an omnichannel customer support platform that helps textual content, telephone calls, video chat, and extra.

Glia

Glia fits shoppers with enhance team of workers via pairing video with messaging and voice. The corporate claims its chatbot framework, AI Control Platform, is a key differentiator. It integrates and tracks bots powered via IBM’s Watson, Amazon’s Lex, Google’s Dialogflow, and different herbal discussion backends, which managers can divvy up into groups.

Shoppers who go for human assist can take part, by way of Glia, in reside periods throughout which reps supply product excursions and resolution questions verbally or thru textual content. Niftily, people who dial in are assigned a novel ID that Glia makes use of to intelligently direction them to the individual they ultimate spoke with.

Regardless of which medium shoppers make a selection in Glia, its CoBrowsing device allows brokers to stroll folks thru apps and internet sites with a digital mouse cursor. The corporate asserts that this selection, in tandem with the remainder of its suite, has delivered some purchasers 20% sooner factor relief and an 18% relief in moderate take care of time.

Glia

It’s been an eventful few years for Glia owing to the pandemic, which driven monetary establishments to reconfigure methods and double down on virtual answers for buyer engagement. The corporate grew annual ordinary income via 150% this yr and now counts amongst its shoppers over 150 monetary establishments, insurance coverage firms, and fintech suppliers together with Deutsche Financial institution, BNP Paribas, United Healthcare, and Berkshire Hathaway.

“The occasions of 2020 pressured companies to reimagine how they information and connect to shoppers in a virtual global,” Michaeli informed VentureBeat by way of e-mail. “When companies quickly shutter their brick-and-mortar presence, shoppers nonetheless require enhance as they flip to on-line possible choices. Actually, this digital shift creates an excellent larger want for customer support and enhance as many shoppers who’ve by no means performed trade on-line are pressured to take action for the primary time … A lot of our shoppers are satisfied to search out that they may be able to configure Glia to supply trade continuity for displaced provider employees and digital touch heart team of workers.”

In September 2019, Glia, which has round 100 staff around the U.S. and Europe, obtained Gigzolo, a startup creating advice algorithms and a platform that makes it more straightforward for entrepreneurs to transact on-line with greater than 16,000 tournament provider suppliers. Extra not too long ago, Glia inked a strategic partnership with LitLingo to allow the previous’s shoppers to make use of the latter’s out-of-the-box AI fashions to watch inbound and outbound communications between enhance brokers and fiscal shoppers.

Perception Companions led Glia’s collection C introduced lately, which had participation from Cooley LLP. It brings the corporate’s overall raised up to now to $107 million following a $20 million collection B spherical in March 2019.

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