MUSCLE SHOALS, Ala.—The $1.3-billion Listerhill Credit Union said it has selected the Digital Customer Service (DCS) solution from Glia to here to “streamline” its online member service.
According to Glia, its “seamless, digital-first solution” has enabled the Alabama-based credit union to get be more active with sales, fueling significant new growth for its mortgage business.
“Glia’s online collaboration tools, such as CoBrowsing, enable Listerhill to guide members and teach them self-service options that can save members time,” Glia said in announcing the selection of its solution. “Efficiencies from Glia’s digital-first interaction platform have resulted in a 67% phone call deflection rate while achieving a 4.75/5 member satisfaction score.”
Looking to Mirror In-Branch Experience
Added Dustin Holland, digital strategist with Listerhill Credit Union, “At Listerhill, we pride ourselves on our high-touch service and strong member relationships, supporting more than 92,000 members across five states. Leaning into our core values to exceed expectations and proactively seek improvement, 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.”
In addition to enhancing member support, Listerhill CU reported it is also seeking to use the new Glia solution to generate new business.
Steady Demand
The credit union further said it has experienced steady demand for mortgage lending fueled by strong regional growth.
“With the ability to guide members online to complete mortgage applications, Listerhill has taken a hands-on approach to helping those members seeking a mortgage,” Glia said. “Glia helps Listerhill’s team understand when to proactively engage and offer mortgage guidance by showing where a member is along their journey and where they may be struggling. This direct approach has led to a conversion rate that is four times the industry average, adding an additional $2 million in mortgage sales in the first year. This same principle can streamline other processes, such as loans or credit card applications, where a proactive service experience can increase the conversion rate.”
‘High-Touch Sales Experience’
Added Angela Underhill, a mortgage originator specialist with the credit union, “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. It’s a high-touch sales process that aligns to Listerhill’s focus on great member experiences.”
For additional information: Listerhill Case Study.
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