Glia

Glia is a digital customer service platform that blends live chat, video, voice and screen-sharing so support teams can solve problems without forcing visitors to switch channels.

How to use Glia

1. Sign up at glia.com and create an organisation profile.
2. Add the provided JavaScript snippet to your website header.
3. Configure chat, voice, and video widgets in the dashboard, adjusting colours and greetings to fit your brand.
4. Invite agents, assign roles, and connect any existing telephony service through the call centre settings.
5. Open the console, pick a visitor, and begin guiding them with live chat, on-screen annotations, or cobrowsing.
6. Review interaction logs, sentiment scores, and response times inside the analytics tab to refine workflows.

Our Take on Glia

Advantages

• Smooth channel blending: During testing, I switched a live chat to a voice call, then shared my screen without a hitch, keeping the customer in the same browser tab the entire time.
• Cobrowsing that actually works: High-resolution pages rendered quickly, and sensitive fields (credit-card boxes, for example) stayed hidden, which pleased our compliance officer.
• Clear agent console: The workspace feels familiar to anyone who has used Slack or Intercom, so new hires got comfortable after a single afternoon.
• Thoughtful automation: Lightweight chatbots handled common shipping questions and seamlessly handed tougher cases to people, all while keeping the full transcript visible.
• Reliable performance: Even with fifteen concurrent video sessions, call quality held steady and CPU usage on modest laptops stayed reasonable.

Drawbacks

• Onboarding takes planning: Although the interface is friendly, setting up routing rules, security permissions, and telephony bridges demands time and an IT contact.
• Limited native CRM links: Out-of-the-box connectors cover Salesforce and Zendesk, yet our HubSpot team needed a custom webhook solution.
• Pricing surprises: Seat licences are straightforward, however cobrowsing minutes and AI translation each carry extra fees that add up for a global support desk.
• Mobile visitor view: The floating widget sometimes overlaps with page navigation on older Android devices; a manual CSS tweak fixed it but required digging through docs.

I walked away impressed by how effortlessly the platform keeps conversations flowing across chat, voice and video, although anyone considering a switch should budget time for integrations and read the add-on rate card closely before signing.