Glia in Account Opening

Glia's ChannelLess™️ platform facilitates seamless communication and collaboration between customers and support agents across multiple channels, including live chat, video calls, and CoBrowsing. Leveraging AI-powered insights and workflow automation, Glia enhances customer interactions, improves operational efficiency, and ensures compliance and security in customer service processes. Narmi partners with Glia in our Account Opening product, helping your institution create a lasting impression at critical moments of the customer journey.

To get started with Glia in Account Opening for Consumers and Businesses, please contact your Narmi Relationship Manager. This process involves an agreement with Glia and an infrastructure setup by Narmi. Admin access to the Glia portal must be configured directly between your institution and Glia, including provisioning support agents with login credentials.

Using Glia in Account Opening

Glia’s platform enables your financial institution to easily support applicants at their point of need—directly in Narmi's Account Opening product. With Glia, your support agents can collaborate with applicants in real-time by guiding them through the Account Opening process or troubleshooting issues more effectively. Your support agents must be logged in to the Glia portal to use live chat, video calls, and CoBrowsing.

Once Narmi has set up Glia in your Production environment, applicants move through the following customer engagement flow:

1. From Account Opening, the applicant selects the "Let's talk!" chat bubble on the bottom right corner of the page.
   
2. If agents are available, the customer can select an agent.
   If no agents are available, the customer can leave a message.
   
   
3. Depending on the channels your institution offers, the customer may see multiple options to connect. For this flow, we use the chat option.
   
4. Once chat is selected, the agent receives an incoming call on the Glia portal. They select the green call icon to answer.
   
5.  Once answered, the engagement panel appears on the customer's end.
   
6.  On the agent's end, screen sharing begins and they can start messaging the customer. The agent's view is confined to the Account Opening product to protect the customer's sensitive information.
   
   
   
   
7. The customer can respond in the engagement panel.
   
   
8. If the agent would like to offer CoBrowsing, they select Offer CoBrowsing. CoBrowsing is a step up from screen sharing where the agent can directly engage with the customer's application. To learn more about CoBrowsing, go to Glia's Ultimate Guide to CoBrowsing.
   
9. The customer can accept or decline the CoBrowsing offer.
   
10. Once CoBrowsing starts, the agent can directly engage by entering information or moving through the application. The cursors are labeled to identify each member of the CoBrowsing session.
    
11. Once the issue is resolved, the agent or the customer can end the engagement. To end, the support agent selects the red call icon or the customer selects End.