Glia: Product Overview & Best Alternatives In 2024

It can be difficult to manage several platforms to manage customer service. Wouldn’t it be nice to have everything in one place? The good news is that there are several companies offering all-in-one solutions that can do pretty much all of it. In fact, the all-in-one software market has seen a rise of about 3% market penetration the last year. With so many choices, it can be difficult to pick the right one.

In this article we’re going to dive into Glia, which is designed to streamline operations, enhance collaboration and boost procductivity across various domains along with features such as cobrowsing. While we won’t be going into detail about cobrowsing, you can check out our page here for details. It’s important that you choose services that align with your business needs, so we’re also going to talk about some alternatives.

What is Glia?

Let’s start off with talking about what Glia is. Think of Glia as a central command center that can keep you and your team organized. Within one platform you can organize projects, chat with your team, share files and keep everyone on the same page without every team member needing to be a tech wizard. It’s a customer service and communication platform designed to support experiences by integrating various communication channels.

Glia aims to simplify everyday tasks and automations in one spot so that you and your team have time to focus on other tasks. It can also improve the customer experience with features such as cobrowsing, phone calls and live chat. Essentially, you’ll have everything you need for a great user experience all in one place. Not to mention that it’s easy to navigate for employees.

Goal also advertises on their website that they are a great option for insurance companies, credit unions and other financial institutions.

Glia features

Glia has an extensive list of features that make it stand out.

ChannelLess architecture: With Glia, businesses don’t have to adhere to specific channels to help their customers. They advertise a channel-less experience for customers and employees for a seamless customer experience. They have the ability to transition from one channel to another on a single platform.
Cobrowsing and screen sharing: This feature enables agents to guide customers through web pages or forms in real-time, providing fast and effective resolutions.
Live Chat: Real-time messaging between customers and support representatives for immediate assistance and problem solving.
Video Chat: Allows for face-to-face interactions between customers and support agents, providing a more personalized and engaging customer service experience.
Messaging and Omnichannel support: As mentioned before, Glia is all about a seamless customer support experience for users. It gives them the ability to transition between different types of communication easily.
Integration capabilities: When it comes to CRM tools, integrations are always key. Glia integrates with several existing CRM tools to make your life easier with customer data access and personalized support.
AI-powered assistance: Gila also utilizes generative AI and chatbots to provide immediate responses to common customer inquiries to complete requests efficiently.
Security and compliance: Ensures data security and compliance with regulations, safeguarding customer information during interactions.

Glia pros

When looking at the pros of platforms like Glia, it’s important to keep in mind that they can vary based on individual experiences and needs.

Enhanced customer experience: With several ways to communicate with customers in their preferred method, Glia can provide top notch customer experience.
AI suite of tools: Glia offers an extensive amount of AI tools that can be used easily to improve the customer experience.
Mobile-friendly cobrowsing and chat: Glia offers mobile options for cobrowsing which gives agents a way to help those who may not have a computer nearby. It is one of the best co browsing apps currently available.
Fully customizable: Any good customer experience platform will have plenty of customization features so you can tailor it to your needs.
Analytics and insights: Gila provides data and analytics on customer interactions, agent performance, and customer satisfaction, allowing for informed decision-making and improvements.

Glia cons

As with any software, there will always be a few cons.

Complex integrations: While Gila has plenty of integrations, they may require technical expertise and effort which could lead to complications during setup.
Cost: Depending on the package you choose, Gila can be a bit costly for certain organizations.
Learning curve: Teams will have to take the time to learn how to use the program and there will be a learning curve which can impact productivity in the beginning stages.
AI limitations: While AI-powered assistance is becoming a game changer, it might not always provide the nuanced support required for complex customer issues. This c an lead to limitations depending on the situation.
Security concerns: Handling sensitive customer information over live chat or video communication channels could pose security risks if not handled with proper protocols and encryption.
Lack of SMS integrations: Gila offers SMS as a communication channel, but the integrations are lacking.

Glia user reviews

Overall, Glia has a 4.8 out of 5 stars on G2’s review page. Users mention that they love the user interface as well as their technical support. It is also mentioned that they are quick to respond when you’re having an issue with their program. Other users reported that there were difficulties during implementation and mobile capabilities.

Glia deployment

Deploying Glia within your organization requires prior planning to ensure a smooth integration into existing workflows and customer service processes. Here are some key strategies for effective Gila deployment:

Assessment and Planning: Begin by assessing the current customer service setup, identifying pain points, and defining objectives for implementing Glia. Create a detailed deployment plan outlining goals, timelines, and resource requirements.
Stakeholder Engagement: Engage key stakeholders, including customer service representatives, IT teams, and management, early in the deployment process. Communicate the benefits of Glia and involve them in decision-making to ensure buy-in and collaboration.
Customization and Configuration: Tailor Glia to meet specific organizational needs by customizing settings, workflows, and interfaces. This might involve setting up chatbots, defining routing rules, and integrating with existing CRM or support systems.
Training and Onboarding: Conduct comprehensive training sessions for customer service agents and staff to familiarize them with Glia's features, functionalities, and best practices. Provide ongoing support and resources to facilitate a smooth transition.
Pilot Testing: Implement Glia in a controlled environment or with a limited user group initially to test its functionality and gather feedback. Use this phase to identify any issues and fine-tune configurations before full-scale deployment.
Gradual Rollout: Implement Glia in phases across different departments or teams, allowing for gradual adoption and minimizing disruptions. Monitor performance metrics and gather feedback throughout the rollout to make necessary adjustments.
Evaluation and Optimization: Continuously assess the impact of Glia on customer service efficiency, agent productivity, and customer satisfaction. Use analytics and feedback to optimize workflows and make improvements as needed.

Glia integrations

When it comes to using a tool like Glia, it’s crucial that it has integrations that align with your needs and prior software you’ve been using. According to their website, glia has partnered with over 400 organizations so far. Here are some of the types of integrations that Glia has:

CRM systems: Glia integrates with popular Customer Relationship Management (CRM) platforms like Salesforce, Microsoft Dynamics, or HubSpot.
Ticketing systems: Integration with ticketing systems such as Zendesk, ServiceNow, or Jira Service Management allows for a streamlined process of creating, managing, and tracking support tickets. Agents can handle customer inquiries efficiently within Glia's interface while ensuring a unified support experience.
Knowledge base platforms: Integrating with knowledge base tools like Confluence or Helpjuice provides agents with quick access to articles, FAQs, and resources. This empowers them to resolve customer queries promptly and accurately without leaving the Glia environment.
Communication channels: Glia integrates with various communication channels, including email, SMS, and social media platforms. This consolidation enables centralized management of customer interactions, ensuring consistent communication across diverse channels.
Analytics and reporting tools: Integration with analytics and reporting platforms such as Google Analytics or Tableau allows for the consolidation of data from Glia's interactions. This integration helps in generating comprehensive reports on customer engagement, agent performance, and customer satisfaction metrics.
APIs and custom integrations: Glia offers APIs and customizable options that enable organizations to build custom integrations with proprietary systems or third-party applications tailored to their unique requirements. This flexibility allows for a more personalized and comprehensive ecosystem.

Glia Pricing

Glia doesn’t have their pricing listed on their website. Reviews state that they don’t have a free version or free trial. You’ll have to contact the company to figure out pricing and whether it will fit into your budget.

Why use a Glia alternative?

While Glia is a great tool, there are several reasons someone might consider an alternative to Gila or other platforms.

Specific feature needs: Glia might not have the specific features that you need for your business, and that’s alright. This is why there are several options to choose from on the market.
Cost: Cost can be a significant factor depending on the size of your budget and team. Glia doesn’t offer a free trial or free version.
Integration requirements: If your organization heavily relies on software that doesn’t integrate with Glia, you may want to choose another option.
Scalability and flexibility: Depending on your scaling goals, you may need to choose a different platform.
User experience or interface preference: Sometimes, user experience or interface design can greatly impact adoption. If your team finds an alternative platform's interface more intuitive or user-friendly, it could drive better adoption and productivity.
Support and service: The quality of customer support, training, and service provided by a platform can significantly influence user satisfaction.
Security and compliance: Depending on your industry, you may need security and compliance that isn’t offered by Glia.

Best alternatives to Glia in 2024

The good news is that if Glia isn’t for you, there are several alternatives to choose from.

Fullview

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At the top of the list is Fullview. This software offers co-browsing, replays and other features that improve the customer experience. It has very similar features to Glia and then some.

Fullview features

Cobrowsing: Fullview’s cobrowsing is built for customer support teams and includes features such as the ability to browse on third party items. This helps agents be able to help customers no matter what.‍
Session replays: Session replays allow customer support agents to record and watch sessions of users in their app to gather data about user data and identify issues.‍
Console logs: Console logs allow Fullview users to find technical information about their users’ systems — including things like browser and network information, user steps, console errors and more — which makes troubleshooting a breeze.

Fullview pros

You don’t have to download anything or share links, cobrowsing calls are initiated with users live in your product.
Annotation tools that allow you to show solutions visually to your customer during cobrowsing
Optional audio, video and text chat
Console logs for easy troubleshooting
100% GDPR compliance
Cobrowsing calls are recorded for later use in training
Fullview offers a free trial on all of their plans, even pro
Fullview has a forever free plan with access to 4 cobrowsing calls per seat per month

Fullview cons

At this time, Fullview doesn’t support mobile apps

Fullview user reviews

Cobrowsing with Fullview right in your app or on your website.

Fullview has a 4.7 out of 5 stars on G2’s user reviews page. Users compare Fullview to a cheat code that makes their lives easier, starting with the replays. They like that it saves them time and makes resolving customer issues easier. They also love the cobrowsing features and find it easy to use. The one thing users mention is that it sometimes takes a while to hear back from support.

Fullview pricing

One of the perks of Fullview is that they have free trials of all of their plans, including a free plan.

Free: The free plan gives you basic features for $0/month forever.
Pro: Starting at $47/seat per month, this plan has unlimited calls.
Enterprise: You must contact Fullview for enterprise pricing.

Fullview deployment

Fullview’s deployment process is pretty straightforward. Here is a quick list:• Install Fullview’s SDX• Integrate with Fullview’s API• Whitelist Fullview in the CSP• Update CORS policy

Fullview integrations

Fullview offers plenty of integrations with popular customer support software that fits your needs. They have integrations with Zendesk, Intercom, and Salesforce Service Cloud. Agents can use these integrations to initiate cobrowsing calls and watch replays right from the tickets that have been created on those platforms, making it a seamless process.

Why Fullview is better than Glia

Again whether one software is better than another depends on your business needs. Here are some of the reasons why Fullview may be a better option for you than Gila:

Fullview offers zero-download on-click cobrowsing with in-app screen control, which Glia doesn’t support.
Session replays in Fullview allow agents to go back and reference recordings of user sessions in their app. This allows them to easily diagnose and troubleshoot issues because they can see exactly what happened on the user’s side.
Console logs in Fullview provide a resource for agents to use to better help customers and improve productivity. With console logs, agents can see technical information from their users’ systems, including things like network information, console errors, user steps and more.
Fullview offers a forever free plan with 4 cobrowsing calls per agent per month.
Fullview is 100% GDPR compliant and has extensive customization options available for data blurring and security.

Overall, Fullview is going to give you more comprehensive features than Gila. You can also use it for free, and still get many of the features.

Glance

Glance is a powerful software solution designed to enhance the customer support experience with a range of features.

Glance features

Screen sharing
Cobrowsing functions
Personalized agent video during customer interactions
Mobile support capabilites

Glance pros

Screen sharing and cobrowsing features provide enhanced visual support
Personalized engagement
Versatile device support

Glance cons

Initial learning curve
Limited integrations

Glance user reviews

Glance has a 4.3 out of 5 stars on Capterra’s user reviews page. Users mentioned they enjoy the amount of functions they’re given and the screen sharing. They don’t like that there’s a lack of real-time windows and it can glitch.

Glance pricing

Glance doesn’t list their pricing publicly but some sources have indicated that they have the following two options:

Lite: $19/month
Professional: $35/month

Glance deployment

To deploy Glance, you’ll first need to download the software from their official website. They have several options for Mac and Android, so make sure you are choosing the correct one. Once you download Glance, you’ll need to install the Glance Client on your system. There will be a guide to help you through the process making it easy for everyone.

After installation, there will be a Glance icon on your desktop that you can use to access Glance. There you’ll be able to customize Glance and find the integrations for your current platforms. Make sure you keep up with regular updates so Glance is working as it should within your infrastructure.

Glance integrations

Glance has integrations with CRM and ticketing systems as well as flexibility for custom integrations based on your business needs.

Why Glance is better than Glia

Glance’s emphasis on visual support, agent video, and versatile device compatibility might offer a more engaging and efficient support solution compared to Glia. Evaluating these features against your specific needs will help determine if Glance is a better fit for your customer service strategy.

Surfly

Surfly is another collaboration and support software that has many features to set it ahead of Glia.

Surfly features

Cobrowsing capabilities
Cross-device support
Security and privacy measures
Session handover

Surfly pros

Efficient collaboration
Accesibility
Security emphasis

Surfly cons

Limited features
Integration challenges

Surfly user reviews

Surfly has a 4.8 out of 5 on Capterra’s review page. Users like the customer support as well as the time-saving capabilities of the software. What they don’t like is the learning curve.

Surfly pricing

Surfly offers a free trial, but doesn’t list their prices. They also do not offer a free version. You will have to contact them to figure out which pricing tier is right for you.

Surfly deployment

Surfly offers cloud-based as well as on-premise options. Depending on which you choose, deployment may differ. For on-premise deployment, you’ll need to make sure that you meet the system requirements to do so. Next, you’ll start the installation process which will include configuring the network interface and installing the firewall. The installation guide will give you scripts for this.

As for the cloud-based version, deployment involves downloading the software and following the installation guide. Once it’s installed, you will be able to access the Surfly dashboard to complete integrations and customize the software based on your needs.

Surfly integrations

Surfly offers plenty of integrations along with a simple way to add them in. Their website states you can embed Surfly in an iframe within the application to use it.

Why Surfly is better than Glia

Surfly’s emphasis on features like cobrowsing, cross-device support and security measures make it a better option than Glia.

Upscope

Upscope is another software solution that may be a better choice for your business than Glia.

Upscope features

Instant screen sharing
One-click connection
Security measures
Annotations and pointers

Upscope pros

Efficient screen sharing
User-friendly interface
Focus on security

Upscope cons

Limited features
Limited integrations

Uscope user reviews

Upscope has a 4.6 out of 5 stars on G2’s review page. Users like how easy it is to use, and that they can make notes to visually show customers how to do something. What they don’t like is there are limitations on mobile.

Upscope pricing

This software has a free trial that you can use to get started. They also break their plans into a monthly fee, and a by-the-minute cobrowsing call plan.

HelloScreen: $36/month per agent
Cobrowsing API: $.05/cent a minute

Upscope deployment

Deploying Upscope can be broken down into a few steps. The software can be downloaded as a cloud-based solution, or there is an on-premise version. Make sure that you choose the model that best fits your business needs.

If you are deploying Upscope on-premise, you’ll need to set up a firewall, and follow their in-depth installation instructions to ensure security and compliance. For the cloud-based version, the software will need to be downloaded.

After download and installation, you’ll integrate Upscope into your existing systems with pre-built integrations or their API for custom integrations. Make sure you stay on top of updates and monitor Upscope to ensure it’s functioning properly.

Upscope integrations

Upscope has 1,000+ integrations, so you should be able to find some to suit your needs.

Why Upscope is better than Glia

Upscope focus on efficient screen sharing, user-friendly interfaces, and security measures may make it better for your company than Glia.

Final Thoughts

The bottom line is that while Glia is a great option, there are several alternatives. Software like Fullview can give you more features while also saving you money with a free plan. Ready to get started? Check out Fullview and other alternatives today.

Sources used:

Glia Reviews‍
Glance Reviews‍
Surfly Reviews‍
Upscope Reviews‍
Fullview Reviews