Digital customer service provider Glia has announced it is partnering with Ideal Credit Union, with the latter company implementing its communications and collaboration platform.
Glia’s Digital Member Service platform allows companies to communicate with customers in an omni-channel capacity, with features including messaging, video banking, voice and co-browsing.
“A strong digital strategy is critical for success both today and in the future, which is why we’ve adopted a digital-first mindset enterprise-wide,” said Shannon Butler, senior vice president of operations of Ideal Credit Union.
“Consumer expectations have skyrocketed in recent years and financial institutions must be able to meet and serve them in real-time and personally to earn their loyalty. Leveraging Glia has been a key part of our digital transformation; since implementing the platform, we’ve improved the experience for both our members and staff which is evidenced by their positive feedback.”
Omni-Channel Switching
Focusing on financial enterprises, Glia’s solution allows switching between channels. With Ideal Credit Union having previously struggled to meet high call volumes at its contact centre, that allows the load to be distributed more equally.
“It’s imperative for credit unions to evolve their member support and engagement strategies to deliver five-star experiences in today’s digital world,” said Dan Michaeli, CEO and co-founder of Glia. “By leveraging our platform, Ideal Credit Union is serving members more quickly and efficiently, leading to not only enhanced member satisfaction but a better overall employee experience as well. We are proud to support Ideal Credit Union in their digital transformation.”
Glia recently partnered with credit union technology services firm LEVERAGE to offer Glia’s platform to its 500 credit union clients.
“Glia’s platform is a must-have in today’s marketplace; the solution enables a high-touch approach to member service within digital channels, making the experience more seamless and convenient for all involved,” said Steve Willis, president of LEVERAGE. “The strategic combination of human interaction and smart technology helps credit unions enhance the way they support members while simultaneously improving their bottom lines.”
