When every year is declared the year of the customer, it means more firms are motivated to upgrade their customer service technology. That may be why Listerhill Credit Union selected digital customer service company Glia to overhaul its digital customer service technology.
“Glia has enabled us to provide online service that mirrors our personalized, in-branch experience, allowing members to feel connected as a part of the Listerhill community regardless of communication channels,” said Listerhill Digital Strategist Dustin Holland.
Listerhill is leveraging Glia’s Digital Customer Service (DCS) suite, which includes online collaboration tools such as co-browsing to support its 92,000 members across five U.S. states. The credit union has implemented DCS in its mortgage lending department to guide members through mortgage applications and help them if they have a question or need assistance completing the process.
Listerhill said that this application of Glia’s DCS has resulted in “significant” new growth for its mortgage business. In fact, the credit union’s mortgage application conversion rate is four times the industry average, which has added up to an additional $2 million in mortgage sales year-over-year.
“By seeing who is actively reviewing mortgage information on our site, I’m able to connect and offer assistance that can help move a member closer to applying for a mortgage with Listerhill, without bothering members who are looking for other services,” said Listerhill Mortgage Originator Specialist Angela Underwood. “It’s a high-touch sales process that aligns to Listerhills’ focus on great member experiences.”
New York-based Glia was founded in 2012 as SaleMove. The company offers digital communication environments, on-screen collaboration, and AI-enabled assistance tools for clients who need to support end customers online, over the phone, in home office environments, and via video. Glia has taken home 10 Finovate Best of Show awards for its live demos and most recently showcased its tools at FinovateSpring 2021.
Last June, Glia acquired conversational AI creator Finn.ai for an undisclosed sum. Last month, Glia announced a major update to its call center platform that integrates Finn.ai’s conversational AI to automate phone interactions and facilitate banks’ migration from phone-centric to digital-first customer service.
Since it was founded in 2012, Glia has raised $152 million. The company has partnered with more than 400 credit unions, banks, insurance companies, and other financial institutions, and was recently named a Deloitte Technology Fast 500 company for a third year in a row. Daniel Michaeli is CEO.