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Secure Messaging by Glia

Private conversations directly on your app

HR Community Meeting

September 2021

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Table of Contents

  1. Pitch
  2. Internal Activities
  3. Audience
  4. External Activities
  5. Go-to-market and Partnership Suggestions

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Secure Messaging

Introducing Secure Messaging - a new product offering to Glia’s all-in-one, digital customer service platform to help enrich your customer conversations in a private and organized way directly within their online application.

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Secure Messaging allows your customers to:

  • Create, send and receive encrypted support messages with attachments directly within their application
  • View past conversations in organized folders for future reference.

Your customer support agents will be able to quickly resolve these questions directly within Glia Hub.

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Why Secure Messaging by Glia

  • Take the conversation omnichannel and increase customer satisfaction: Easily transition the conversation from Secure Messaging to Live Chat, Co-browsing, Video call, SMS, or phone call to resolve more customer needs in a more timely manner.

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  • Save time, costs, and improve efficiency: With Secure Messaging being accessible directly within Glia Hub, messages sent are routed through the same queueing and routing rules infrastructure as other Glia interactions. Your customer support agents can spend less time going back and forth between platforms and more time focusing on the customer.

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Friction-less Authentication

Glia works seamlessly and securely with all online applications, passing authentication automatically between applications without any customer action.

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By using Secure Messaging by Glia, you aren’t just getting a standalone transactional platform, you are getting an all-in-one, digital customer service platform that will help to increase customer satisfaction, save time, and improve efficiency. Start today.

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Internal Activities

At the beginning of the launch, bring all key stakeholders together initially for to discuss OKRs and timeline

  • PMMs and Content
    • Content team specific meeting - meet with team to discuss strategy for content and find specific early success stories to highlight
    • PMM cross collaboration
  • Analytics Team
    • Create dashboards for launch to track top of the funnel to conversions and LTV
    • Define exact market sizes

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Internal Activities cont.

  • Marketing Team
    • General awareness - Present in Marketing weekly meeting about how to use the new feature and answer any questions.
    • Sit down with key Marketing stakeholders (events, webinars, social, paid traffic) and explain expectations for a successful launch and what’s needed of them. Define timeline and assets needed
  • Product
    • Product Rollout timeline
    • Messaging Review

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Internal Activities cont.

  • Sales and Customer Success:
    • Enablement material (one pagers, whitepages, battlecards, etc)
    • Having a monthly check-in with the teams
    • Internal FAQs where team members can add in common customer questions
    • Discuss key audiences to target (Current Glia customers and prospective customers)

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Audiences

2 main audiences:

  • Current Glia Hub Customers with online applications
  • Prospective Glia Hub Customers with online applications
  • Within those audiences, segment further by:
    • Financial services companies using Secure Messaging with competitor
      • Glia Hub Customers
      • Non-Glia Hub Customers
    • Financial Services companies not using any Secure Messaging
      • Glia Hub Customers
      • Non-Glia Hub Customers

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External Activities

  • Product Marketing
    • Early Access Beta Program for Current Glia Customers
    • Customer Interviews with current and prospective customers
    • Competitive Intel on state of market for Secure Messaging
  • Partnerships
    • Host webinar exclusively for partners on how they can re-sell this product to their customers (partners)
    • Add Secure Messaging to Partner pitch deck plus website page (partners)

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External Activities

  • Content
    • Blog Announcement article
    • Website Product/Landing Page and updates to main Glia pages
    • 1 or more success stories targeted for prospective customers to book a demo
    • Announcement and How-to Video(s)
    • Webinar - “How to Use Secure Messaging Successfully”
    • White Paper - “5 Reasons on Secure Messaging Best Practices”
    • Guide - “Ultimate Guide to Secure Messaging”
    • In-product and email announcements for current Glia Customers

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External Activities

  • Marketing
    • Paid acquisition
      • Run LinkedIn and Google ads retargeting people who visited Glia Secure Messaging and General pages to read White Pages, eBook, or sign up for Webinar
    • Organic Social campaigns via FB, Twitter, LinkedIn, etc
    • SEO optimization
    • Evergreen Webinar with customer/expert

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Go-to-market suggestions

  • Messaging - Add Secure Messaging (email) to Omnichannel value prop on all external content and to current Sales Pitch decks

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Go-to-market suggestions

  • Competitive Intel - Run competitive intelligence of market (ex below)

LivePerson

Genesys

No secure messaging feature

Has secure messaging as an email function

Smoother platform but without secure messaging, Glia has more communication channels.

Outdated, clunky, less integrations that Glia. Can’t move conversations from secure messaging to other channels.

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Go-to-market suggestions

  • Partnership Research - Research prospective and current partners (ex. Online banking portal software) to expand partnership
  • Lifecycle Marketing - Add Secure Messaging messaging to Lifecycle email and in-product campaigns for prospective and current customers
  • Pricing Review - Review current offerings and determine if pricing changes need to occur (add SM as an premium upcharge, etc)

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Thank you!

HR Community Meeting

September 2021

Private and confidential.�Do not share without permission

Private and confidential.�Do not share without permission