Bring In-Branch Experience to Your Website or App using Glia Technology
The technologies members use to communicate with their credit unions are constantly evolving, and member expectations for outstanding customer service are increasing every day. To help meet that demand, Strategic Link has partnered with Glia Technologies.
Glia Technology is focused on delivering a product that combines technology with a human touch to give clients a personalized customer experience. They are the leading provider of digital customer communications platforms, and can help credit unions forge and maintain deeper member relationships by providing real-time, online “face-to-face” access to services, simply and seamlessly using messaging, voice, video, collaborative browsing, and artificial intelligence (AI).
“Partnering with (the Northwest Credit Union Association) furthers Glia’s mission to combine the human touch with technology to create the best member experiences,” said Daniel Michaeli, Co-Founder and CEO at Glia. “By improving overall member experience and interactions, credit unions can work toward higher member retention and loyalty to better compete in the financial services industry.”
Members are increasingly connecting with their credit unions through mobile devices, laptops, or by phone, versus a combination of digital and in-person branch visits. Furthermore, it is estimated that 50% of member communication still takes place via traditional landline phone calls, yet 80% of members are using a desktop or mobile device when calling their credit union.
Having the ability to easily and meaningfully connect and communicate with members via the channel that works best for them is something that all credit unions strive to achieve. These connections strengthen relationships and create better business outcomes.
“We are excited to welcome Glia as a betaSpace partner,” said Jason Smith, VP of Strategic Resources. “Customer communication technologies that offer digital options for interaction provide members with timely and seamless access to the services they need. Glia’s technology platform elevates member interactions to offer meaningful engagement.”
Credit unions leveraging Glia’s platform see significant impacts to their business, including:
- A 20% increase in net promoter score (NPS) and customer satisfaction score (CSAT);
- A quadruple increase in online conversion; and
- An 18% reduction in average handle time (AHT).
This year 2019 has been momentous for Glia Technology, raising $20 million in funding from Insight Partners in March, and winning multiple awards; including Finovate’s last three conferences in San Francisco, New York, and London, as well as Best of Show at both Credit Union National Association (CUNA) Government Affairs Conference in Washington DC, and the CUNA Technology Council Conference in Chicago.
“What sets credit unions apart from the competition is the member experience,” said CUNA Technology Council Chair, and CEO of Open Technology Solutions, Mike Atkins. “Getting an in-depth look at the member journey and interactions with staff enables credit unions to improve communication methods, problem-solve, and increase loyalty. With Glia’s various platforms, credit unions can make any live interaction with members simple and easy—bringing the in-branch experience to their call center, website, app and more.”
Editor’s Note: If you have questions, don’t hesitate to contact Jason Smith, VP Strategic Resources, at 208-286-6794. You can visit Glia Technology at MAXX 2019 – they will be at the Strategic Link Trade Show betaSpace area.