Glia, a leader in Digital Customer Service solutions, announced that it has been recognized by Gartner in their 2020 report “Cool Vendors in CRM Customer Service and Support.”¹ Gartner’s Cool Vendors research is designed to highlight interesting, new and innovative vendors, products and services.

The report states that “Engaging customers through digital channels is an imperative for most organizations focused on both B2B and B2C customers.” Further, Gartner states that “it is clear that organizations with more mature digital engagement strategies have been able to improve CX metrics, improve first contact resolution, and reduce call volume.”

Gartner’s Brian Manusama and Olive Huang state: “With current world events changing the way all business is conducted, enterprises need tools to quickly address situations where both customers and service representatives are working remotely, and customers are forced to do more and more online. With this new reality delivering digital engagements will become the new normal and will change customer service operations permanently. By 2023, more than 60% of all customer service engagements will be delivered via digital and web self-serve channels, up from 23% in 2019.”²

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Interested parties can access a complimentary copy of the Cool Vendor report at https://www.glia.com/gartner-cool-vendor

¹“Cool Vendors in CRM Customer Service and Support,” Steve Blood, Nadine LeBlanc, Jason Wong, Drew Kraus, Brian Manusama, Bern Elliot, Jim Robinson (May 15, 2020)

²“Deliver Customer Service During COVID-19: Improve Digital and Self-Service Capabilities,” Olive Huang, Brian Manusama (April 7, 2020)

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