Unified solution drives new efficiencies, elevates member experience
Expedition Credit Union has delivered a unified member service experience that supports all live engagements on the Glia Interaction Platform with Glia Call Center and Glia Digital Customer Service. Bringing all phone and digital interactions onto a single, ChannelLess™ platform with Glia has driven efficiencies in management, staffing and reporting while simultaneously boosting member satisfaction.
Expedition launched Glia ahead of its digital banking conversion, knowing its 17,000 members would need additional support during this transition. By streamlining the member and employee experience on a single platform, Expedition was able to successfully handle twice its usual monthly interactions during a digital banking conversion without requiring additional headcount.
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“Having a unified, single solution for digital and phone support that was intuitive for our staff to train on allowed us to successfully complete our digital banking conversion without member disruption,” said Chris Nelson, VP of Operations at Expedition. “The staff and member perception has been amazing. It’s one of the easiest systems I’ve ever trained on.”
A key differentiator for Expedition in its new digital-first member service approach is the ability to seamlessly transition members to any channel within the same engagement, regardless of what channel they started the interaction in. With Glia’s ChannelLess™ Architecture, a member can now initiate a chat, easily upgrade to OnScreen Voice, and be transferred to a different department all in one seamless interaction without restarting or repeating themselves. And for phone callers who are already on screen, those interactions can now be connected to the on-screen experience, reducing handle times and elevating the member experience.
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The ability to seamlessly transition conversations to the appropriate channel or department—leveraging on-screen collaboration features such as CoBrowsing when needed—has helped Expedition increase member satisfaction as well as conversions and cross-sell opportunities.
“We want our members to have a seamless transition to different expertise and different departments. Without a single, ChannelLess™ platform, you can’t deliver that experience,” said Dennis Griesgraber, Chief Operations Officer at Expedition. “Glia has not only allowed us to meet our members in the channel they want to interact in, but also seamlessly pass those interactions to the appropriate staff member to best assist them.”
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