Reduce AHT and Improve ROI with Glia’s Embedded Interaction Visualizer (EIV)

FIs are Reducing Costs and Improving Efficiency

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Challenge
Challenge
Solution
Solution
Challenge
digital-first service
Lower average handle times to allow for faster customer resolutions.
Solution
Allow for faster interactions by establishing instant visual context between rep and customer, avoiding lengthy verbal explanations.
Challenge
digital-first service
Improve first contact resolution (FCR) for customer satisfaction.
Solution
Help customers resolve issues effectively on the first interaction, minimizing the need for follow-up calls.
Challenge
digital-first service
Improve conversion rates to fuel continued growth.
Solution
With CoBrowsing, reps and customers can co-edit forms together for high-quality real-time assistance.
Challenge
digital-first service
Improve customer and rep satisfaction.
Solution
Provide your reps with a tool for seamless and effective interactions with customers.

Results:

What You Can Expect from EIV

How do you think your CEO would react if you told them you could reduce average handle and wait times, increase ROI, and improve both the customer and employee experience, all without a major renovation to your contact center technologies and workflows?

A New Solution within Existing Systems

What contact centers need is an easy-to-implement solution that can address a root cause behind all those major pain points: inefficient and slow service experiences resulting in lower conversion rates and poor customer/employee satisfaction. What all of these differing challenges can benefit from is an easier, more efficient customer service experience that makes it simpler for both the user and representative to reach a satisfying conclusion to their interaction.

Embedding Better Visibility in Your Tools

Glia’s Embedded Interaction Visualizer (EIV) is a solution that many banks, credit unions, diversified financial companies, and insurance agencies have used to address these challenges through making the service experience more like the experience they get everywhere else. Embedded directly into solutions such as Salesforce or Amazon Connect, it allows representatives to join conversations via chat, audio, or video with immediate visual context as to where the user is on your digital property. It can help you achieve these three major goals for your organization without a lengthy implementation process:

Reducing Handle Times

Making sure that users get their issues solved quickly has a cascading effect across multiple areas of the business: It reduces wait times as customers are moved faster along in the queue, leads to a more satisfying experience as customers get the help they need sooner, and allows live representatives to manage higher volumes more effectively. Glia’s Embedded Interaction Visualizer allows for faster handle times since it is embedded directly into the representative’s screen and helps establish important context before the interaction begins. 

Since EIV is embedded where the rep is working, they get a seamless, single pane-of-glass experience that eliminates the need for multiple clicks or juggling different programs. This streamlines the experience for representatives, which can lead to average handle time (AHT) reductions of up to 10-20% for average users.

A wealth advisor client of Glia’s utilized some of EIV’s many features, CoView and CoBrowsing, to help lower their AHT by over 4 minutes. CoView allows their live representatives to see the user’s screen activity in real time, and CoBrowsing gives them the ability to guide the user visually with both the user and rep’s cursors visible on one another’s screens. This eliminates the frustrating back and forth questions that can occur when attempting to blindly guide a user through your digital properties, smoothing out the experience and leading to a quicker resolution.

A large government credit union was also able to use EIV features to lower their AHT by 21%. They not only created a faster and smoother member experience, but also lowered average wait time (AWT) by 40%. Enabling their sales reps to be more efficient lowered the time that each individual member needed to spend in the interaction before getting an answer to their inquiry, which sped up the entire service process as a result.

Increasing Conversions

One of the biggest priorities for many contact centers is turning prospective customers into paying customers. Making live support easy to access and as effortless as possible is a key way to make sure that less applications are abandoned part way through, increasing the number of successful submissions. Furthermore, giving live reps better insights into the needs of their customers will lead to more natural opportunities for upselling.

Complex transactions, like applying for loans, often provide potential customers with many exit opportunities. If people become confused or frustrated before completing the form and abandon the application, this will negatively impact overall conversions. Making the action of reaching out for support as easy as can be, and then ensuring that each interaction goes as smoothly as possible can boost conversion rates up to 5-20%.

A multi-state financial institution used CoView as a way to better understand what their customers were actually seeing online, observing their behavior as they browsed through their site. Combined with utilizing CoBrowsing to guide them through these complex application processes, they were able to see a 4x conversion rate increase. One multinational Latin American bank used CoView and CoBrowsing to help agents with credit card sales, with the solution enabling them to achieve 200% of their sales goal.

Improving Satisfaction for Customers + Representatives

The satisfaction of both employees and customers are intrinsically linked together: Happier customers are easier to work with, and in turn provide better experiences for employees who help them. On the other hand, more satisfied employees tend to provide better service to customers, increasing happiness on both sides at the same time. Providing employees with more satisfying, streamlined work experiences will both increase their happiness, as well as those of your customers.

An insurer utilized CoView with the purpose of helping their underwriters get on the same page as agents, streamlining the process and guiding them to fast resolutions using chat and CoBrowsing. This helped to speed up the entire service process, and in turn increased customer satisfaction: CSAT increased from 4.6 to 5 in just 3 months. This also provided a much more enjoyable experience for employees, no longer needing to spend unnecessary time in painful back-and-forths. Service was faster, they spent more time on high value tasks, and their satisfied customers were much more pleasant to interact with.

Delivering Results

Glia’s Embedded Interaction Visualizer is just what financial institutions are looking for when it comes to simple, seamless solutions that can tangibly assist their business in a number of different ways without any heavy overhauls of their existing systems. It plugs directly into your CRM of choice to provide instant functionality in the screen where representatives are already working.

By simply giving representatives more context regarding an interaction before they start the conversation, the time saved during the interaction creates lower handle times, more satisfied customers, and improves the chances of conversions.

At a time where bigger improvements are expected on tighter schedules and budgets, finding simple solutions like these to improve several key results are crucial. Glia’s EIV provides an answer to all of these key points of improvement with one easy-to-implement solution that starts delivering results fast.

Reinvent How You Serve Your Members

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“With Glia we increased our conversion by over 200%”

Director of Digital - Top 10 Bank

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