(Image source: Glia homepage.)
Lightico, a New York-based vendor offering a next-generation platform for digital customer interactions for the insurance market, and Glia, a provider of digital customer service (DCS)solutions to the insurance and financial services industries, have announced a partnership dedicated to making complex customer engagements—such as credit card, insurance policy or mortgage applications—easier to complete, as part of a seamless OnScreen experience. The partnership integrates Lightico’s Digital Completion Cloud with Glia’s DCS platform for financial institutions, enabling a fully digital solution to complete online customer engagements without breaking the digital connection. This helps financial institutions lower their abandonment rates, increase conversions and drive growth while meeting the strong demand for remote contact and online completion solutions, according to a joint statement.
“Glia’s Digital Customer Service platform with Lightico’s Digital Completion Cloud enables financial institutions to meet and guide their customers OnScreen, across all channels, and help them complete even complex processes with eSign, eForm and secure payment solutions, fully integrated as part of the DCS platform,” comments Steven Kaish, SVP of Alliances & Product Marketing, Glia.
The joint statement says that seamless digital customer experiences can significantly boost customer satisfaction, up to 20 percent, and improve OnScreen application conversions as much as four-fold. Conversely, whenever customers are forced to break the digital connection—to re-verify identity, sign a form or make a phone call just to reach live support—those numbers go in the opposite direction, the statement asserts.
Glia’s DCS platform enables financial institutions to digitally engage customers at their moment of need and deliver a seamless experience with the ability to effortlessly transition across all channels, including SMS, chat, voice and video, the statement says. Glia minimizes customer effort through collaborative features, such as CoBrowsing, to proactively guide and help them complete even complex tasks, such as a loan application or a mortgage form. Lightico’s Digital Completion Cloud complements Glia’s DCS platform with solutions that further streamline digital business, according to the vendors.
End-toEnd, Channel-Agnostic Experience
The integration allows the initiation of a Lightico session in real-time from within Glia’s DCS platform, to allow for seamless and instant eSignature, document collection, KYC, payment and more to be completed on customers’ mobile devices in a fast, secure, convenient and app-free manner. The joint solution allows for an end-to-end, channel-agnostic experience that connects with a wide range of core solutions, the companies say.
“I began my career in the contact center industry – and that is where the idea of the digital completion cloud first grew,” comments Zviki Ben Ishay, CEO and co-founder of Lightico. “The partnership and deep integration with Glia brings this process full circle, allowing financial institutions to complete an extraordinarily wide and diverse set of interactions with customers in real-time on their mobile device. Our joint customers will experience massively improved completion time, reduced average call handle times and a significantly better customer experience—all of which drive improved bottom line results.”