A collaboration between digital customer service innovator Glia and credit union membership service organization (CUSO) Members Access Processing (MAP) will help credit unions better serve their members via their channel of choice – whether it is messaging, video banking, voice, cobrowsing, or a combination of options.
“Consumers expect every business they interact with to deliver quick, seamless service and support, and their credit unions are no exception,” Glia co-founder and CEO Dan Michaeli explained. “By partnering with us and making Digital Member Service a critical part of their digital transformation, MAP will be able to help its financial institution clients boost member satisfaction and loyalty while strengthening their overall competitive positions.”
Glia combines on-screen collaboration and AII-enabled customer assistance to offer a Digital Customer Service solution that enriches web and mobile experiences and improves engagement. The company’s platform not only meets customers on their channel of choice; the solution enables the service representative and customer to transition seamlessly between chat, audio, video, messaging, and phone as needed during the course of the query to ensure that the customer’s needs are met.
“As digital usage continues to rise, it’s a strategic imperative for credit unions to be able to form strong member relationships from within digital channels,” MAP president and CEO Cyndie Martini said. “Glia’s platform allows for credit unions to engage members from where they are in their journey, eliminating the need for disjointed, clunky phone experiences. This ultimately drives efficiencies for the credit union while creating a more cohesive, enjoyable experience for members.”
Most recently demonstrating its Best of Show-winning technology at FinovateSpring earlier this month, Glia has teamed up with more than 150 banks, credit unions, insurance companies, and other financial institutions since its inception in 2012. This year, in addition to its collaboration with MAP, Glia has teamed up with Abe.ai, an AI-powered virtual assistance solution provider from fellow Finovate alum Envestnet | Yodlee, and partnered with low code digital automation platform provider Newgen Software. Glia began the year with an announcement that Illinois-based BCU, a 294,000+ member credit union with $4.2 billion in assets, has selected its platform to enhance digital engagement with its members.
“Member service has always been one of our primary differentiators, and we recognized the need to evolve our approach to keep up with changing member preferences by extending our exceptional service into digital channels,” BCU SVP of digital strategy and delivery Carey Price said. “With Glia’s platform, we will be able to provide a more modern, convenient experience for members that still allows us to form meaningful relationships digitally. We believe this will be a major competitive advantage moving forward.”
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