As commerce moves online due to the COVID-19 pandemic, customer service has gone digital too.
Glia aims to be at the helm of this shift, digitizing the customer service industry with its omnichannel platform. Now, with $78 million of fresh funds in its coffers, the NYC-based startup is positioned to do just that.
Here’s how it works: Glia’s AI management platform connects customers with a given company’s support staff through either video, text or phone calls. It also integrates and tracks bots powered by Amazon’s Lex, Google’s Dialogflow and other natural dialogue backends, and then divvies those up into teams.
For customers who prefer to speak with a human, they can use Glia to speak with a live representative. The platform’s CoBrowsing tool helps these representatives walk customers through websites and apps virtually, answering questions along the way. Plus, each customer gets their own unique ID, which Glia can then use in the future to route them back to the same person they spoke with last.
This model appears to be in hot demand right now and will likely be the norm in the future, indicated by acquisitions like Facebook’s purchase of CRM startup Kustomer in November. Glia has also had a successful year, claiming to have grown by more than 150 percent in 2020 alone.
“Just as Zoom has transformed the way consumers communicate with colleagues, family and friends, digital customer service is changing the way businesses support and engage with customers,” Glia’s co-founder and CEO Dan Michaeli said in a statement. “Digital customer service is the future and the future is here.”
This latest funding round was led by Insight Partners and brings Glia’s total funding raised to $107 million. The money will be used to keep up the momentum of last year’s growth and fuel the company’s global expansion. Glia is also hiring, listing dozens of open tech positions available at its NYC headquarters and office in Estonia.
