SOFTWARE as a SERVICE (SaaS)

LIVING IN THE CLOUD

Software-as-a-Service is one of the three pillars that form the foundation of cloud computing.

The other two are Infrastructure-as-a-Service (IaaS) and Platform-as-a-Service (PaaS). SaaS works around either a subscription model or on a pay-per-use basis, with both approaches involving applications that are accessible over the Internet. The value in this method is how it eliminates the expense of buying and maintaining hardware, or licensing and installing software.

SaaS cloud computing
SaaS Our Solutions

Our Solutions
How we service your Industry

The faster speeds of 5G combined with the impact of the Internet of Things, cloud computing, and AI make technology more complex. That spills over to customer care issues that are becoming more intricate, which makes GlowTouch the ideal partner for customer care. We have lived in the SaaS universe for nearly 20 years, with clients such as:

  • A platform for hosting digital events

  • Prospecting software for sales organizations

  • A fraud and identity theft protection company

  • A provider of VPN services

  • Creator of an email marketing application

We also work with companies ranging from health care to data and personal security to ecommerce. That has created a working knowledge of the service-related issues that companies worry about: scalability to handle growth, flexibility for managing peak periods, consistent quality, and providing “wow” experiences.

Download the Industry Overview

Business Process
Outsourcing

Customer
CustomerCare
Technical
TechnicalSupport
Sales/Revenue
Sales/Revenue Generation
Welcome
Welcome Calls
Retention
Retention
Win-back
Win-back
Post Sales
Post SalesVerifications
Previous
Next

Contact Center
Outsourcing

Content
ContentModeration
Imaging
Imaging
Data Entry, Mining,
Data Entry, Mining,Management
Document
DocumentIndexing & Filing
Order Fulfillment/
Order Fulfillment/Logistics
Fraud &
Fraud &Security
Previous
Next

Technology
Outsourcing

Systems
Systems Integration
Mobile Application
Mobile ApplicationDevelopment
Custom Software
Custom SoftwareDevelopment
QA and
QA andTesting
Infrastructure and NOC
Infrastructure and NOCMonitoring
Previous
Next

Channels
We Support

Consumers live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus on service providers is to provide the channels that their customers prefer. That is part of delivering “wow” experiences. When one of your customers contacts us, service and support become parts of that experience.

Click on the icons to learn more about our channel offerings.

SaaS Chat support

Chat

SaaS Phone support

Phone

SaaS Email support

Email

SMS support

SMS

SaaS Social Media support

Social Media

GlowTouch has been providing personalized business outsourcing solutions since 2002.

Our trusted performance and execution are underpinned by a highly-educated, loyal workforce,
with innovative solutions crafted by award-winning leadership.

Certified Women Business Enterprise

Certifications

isoIas
A-LIGN
PCI DSS
soc
Hipaa Compliant
GWFM

Awards

SASCS17_Bronze_Winner
Bronze_Winner
iaopGisa
Logo Strategic Partnerships 2021_V2
IAOP
WFM-Certificate-icon-01_v2
inc5000
theFastFifty
siliconIndia
moversShakers
Top Workplaces

Resources

View All
Press

Press

blog

Blog

Case Studies

Case Studies

White Papers

White
Papers

Solution Overviews

Solution
Overviews

Infographics

Infographics

Locations

Glowtouch | Louisville, Kentucky
Glowtouch | Dominican Republic
Glowtouch | Mangalore, India
Glowtouch | Bangalore, India
Glowtouch | Mysore, India
Glowtouch | Philippines
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Chat

Users love chat, and we have offered it since our inception. Live chat means customers are interacting with agents, not bots, not virtual programs, not artificial intelligence.

  • Chat is cost-effective for clients and convenient for customers
  • Pro-active chat engages users based on their behavior
  • Chat means immediacy with no automated menus to navigate

Customers can initiate a chat session from anywhere – work or home, smartphone or laptop, without carving out exclusive time. Live chat done right increases conversions, generates positive word of mouth and delights users.

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Voice

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

  • Set the tone with a warm first impression
  • Convey enthusiasm and build rapport
  • Actively engage callers and listen to the voice of the customer

Scalable, redundant architecture minimizes hold times. Our goal is first-call resolution, no matter the issue and no matter its complexity. Our reporting systems record calls and track key metrics that determine agent efficiency and effectiveness, and customer satisfaction.

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

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Email

Sometimes overlooked, email remains an ideal channel for tracking issues and their resolution. Email is also a workaround to spoken language issues.

  • Sort and track responses, ideal for analysis
  • Equally effective when used onshore, offshore, or nearshore
  • Fits around the customer’s timetable

Email is great for providing detailed answers to questions, and easily accommodates links or attachments. It also gives customers a history of the transaction while providing us with a unique level of insight into user concerns.

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SMS

There are more smartphones in use than toothbrushes, and there are several messaging apps consumers like. One part of quality service is providing support through the channels your customers prefer

  • Text, in-app messaging, and Facebook Messenger
  • Conversations are seamless and can continue indefinitely without losing context
  • SMS is a pro-active means of asking questions and getting answers

Customers can contact you from anywhere and with text, they don’t have to be online to do it. It’s fast, it’s personal, it’s effective.

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Social Media

There is no question that today’s consumer is plugged in, seldom far away from a smart phone and preferred apps. It’s instant communication among consumers, and also between consumers and their favorite brands. Our agents will:

  • Engage with customers about support issues or general sentiment
  • Monitor your organization’s social channels to hear what is being said
  • Respond to inquiries in real-time, providing the prompt action consumers expect

Social media is a high-retention channel. It is where consumers conduct a great deal of their online activity, so much activity that you may have difficulty keeping up. That’s what we’re here for.

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WBENC

As a a woman-owned enterprise with employees in three distinct global regions, diversity is part of who we are, and it presents unique opportunities within our industry. As a WBENC-Certified business, we are a potential partner for organizations who are pursuing diversity initiatives. As such, we have a similar procurement diversity strategy, which combined with impact sourcing, provides opportunities to often overlooked populations.

Our WBENC Certification validates our standing in terms of eligibility; our track record validates the professional expertise that we provide.

Louisville, KY

Our new corporate headquarters in Louisville has 12,000 square feet to help accommodate our continuing growth. The space is divided between contact center work and technology outsourcing projects.

Santo Domingo, Dominican Republic

Our first nearshore location is the Dominican Republic and a 10,000 square foot facility. The center in Santo Domingo can accommodate nearly 300 bilingual associates for service delivery in both English and Spanish. This island nation has a mature technology infrastructure and is Latin America’s fastest-growing economy, with the BPO sector among the catalysts.

Mangalore

We have two locations in Mangalore: our flagship facility that spans 82,000 square feet and houses nearly 1,500 employees. This site includes two cafeterias that operate 24/7, hotel-style rooms for visitors, and an on-site medical clinic.
The second location adds 20,000 square feet of floor space. It is set up for 150 agents initially and has room for further expansion. Both locations are served by the technological infrastructure one would expect from a world-class industry leader.

Bangalore

Bangalore is among India’s ‘smart cities,’ with a labor force that skews toward the young and the educated. This center features a multi-lingual workforce and is among the fastest-growing cosmopolitan cities in Asia.

Mysore

A 23,000 square foot center in the growing city of Mysore is our newest location in India. Rich in tradition, Mysore is a favored destination for tourists, drawn by the city’s ornate palaces and heritage structures. It is also a significant education hub with a bustling IT industry that make the city a major software exporter.

Philippines

Our 28th floor perch over Pasig City district of Manila has initial space for 250-300 associates. The Philippines is a major BPO hub that is poised for continued growth. We draw from a tech-savvy, educated, and English-proficient workforce that is culturally aligned with the West.

GT@Home

Service delivery has changed by necessity and RemoteAbilityTM is part of that change. The remote office or employee is becoming increasingly commonplace, and some studies show that working remotely can increase productivity and job satisfaction.
LEARN MORE ABOUT OUR WORK-AT-HOME SOLUTIONS