Overall Satisfaction with Glia (formerly Salemove)
Glia is being used by two departments in the organization. The first is a digital branch and it is used to engage with customers requiring assistance with our digital suite of products and services. The primary communication method is chat, with AI built in to support users. Co-browse is a key feature for support and assisting customers to get through their transactions. The second and largest group is our digital acquisition team who uses the many features to chat with customers and assist in matching the customer with the appropriate product for them. The team uses co-browse, chat, chat-to-phone features. We have user alerts that allow agents to identify which customers on our site are more likely to require assistance and focus on them.
- Very active, hands-on customer success team.
- Integrated reporting modules.
- Omni-Guide AI suite of tools.
- Pro-active engagements as we as reactive engagements.
- Mobile friendly co-browse and chat.
- Lack of SMS integration.
- The development required for integration into custom CRMs.
- Roadmap features AI-powered initiatives, but it is a product that integrates with AI and not a new or advanced AI tool.
- Increased customer engagement and satisfaction.
- Increased pull-through rates.
The customer success team was superior, as was the possibility of pro-active engagements across all mediums and platforms. Pricing models in this space are comparable, however, the enhanced auxiliary features, as well as a stronger product road map for development, tipped the scales towards Glia. The product road map is always made available to customers, and most initiatives are deployed on time.
Do you think Glia delivers good value for the price?
Yes
Are you happy with Glia's feature set?
Yes
Did Glia live up to sales and marketing promises?
Yes
Did implementation of Glia go as expected?
Yes
Would you buy Glia again?
Yes