Customer Service Done Differently - Digitally Powered
Why are the world’s top companies making the switch to digital?
Customers now dictate how they want to communicate with companies - they want simple, seamless and digital first.
Customer experience is currency
Meet customers where they are
Products are commoditized, CX is not
If you’re not digital, you’re already behind
Before we were digital…
Back in the day, customer service interactions were comprised of initiation, connection and experience.
Initiated over the phone
Connected using a dial pad
Experienced through verbal communication
Simply put, your customers don’t like a phone experience which is disconnected from the rest of their digital lives- especially now that there are tons of better, digital-first options readily available for them to communicate on their terms.
Communication has changed in a customer’s personal and professional lives to blend the best of telephone and digital to provide rich communication experiences, but when interacting with companies they do business with, all of a sudden they are stuck back in the phone-only era. This doesn’t lead to customer satisfaction, and now it’s the customers who are choosing which businesses they wish to patronize based upon the quality of their experience.
Those who can’t, won’t or don’t adapt to this digital-first era are losing customers on a daily basis.
Customer Service Today
Today there are two types of companies you can do business with, those who were born in the phone-first era, and those who were born in the digital-first era.
Dial a Phone Number
Click to Message and Talk
Glia is the glue that bands these two categories together.
Now, talking or messaging are just a click away. Customers can automatically connect to the right person using “digital body language” and information that’s collected digitally.