DOVER, Del.–Member of Dover FCU here can now transition seamlessly between chat, on-screen voice and video, according to Glia, a provider of digital service solutions.
The new solution has helped the credit union to transition from a phone-based contact center to online chat capabilities using Glia’s digital-first DCS platform, the company added.
The resulting efficiencies have resulted in an ongoing decrease in both the average handle time, down 21% and falling, as well as the average wait time, which has dropped 40% to date, according to the company.
“This has allowed the Dover Federal member services team to handle a 13% increase in engagements despite having fewer staff members,” the company said.
"Glia reshaped how we do business with its 100% digital-first approach. We reimagined everything and completely changed how we engage with our members,” said Tyler Kuhn, chief marketing and digital experience officer for Dover FCU. “This allows us to leverage technology and be leading in our industry.”
Going All In
The credit union said it is now all in, and the successful results across all digital channels have led Dover FCU to deploy Glia Phone to become 100% digital-first. The entire contact center, including the telephone system, is now part of the Glia platform, the company said, adding, “Even traditional telephone calls are now digital engagements, creating a single source of member data. This makes management, reporting and even staffing easier.
"By going 'all-in' with Glia's Digital Customer Service platform—including Glia Phone—Dover Federal Credit Union is a powerful example of the value a truly digital-first approach provides,” said Glia CEO and founder Dan Michaeli. “Members are experiencing faster, better services across all channels and employee satisfaction is high.”
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