Glia SMS Gateway - Quickly Reach Customers in the palm of their hand
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Construction Case Studies and Success Stories with Glia SMS Gateway
CASE STUDY Acadia FCU
Glia Interaction Platform helped Acadia FCU combine digital and phone support into one system. Members can use chat or phone and switch between them easily. The platform made service faster and more ...personal. Acadia FCU reached a 75.3% digital containment rate, a 20 second average wait time, and a 4.76 out of 5 CSAT score. Members like the convenience and personal touch of the new system.
Glia helped Heartland Credit Union modernize its contact center. High call volumes and manual processes caused long wait times and high abandonment rates. Heartland used Glia's GCC for better call ro...uting, CoBrowsing for real-time inquiry resolution, and DCS for chat and video support. Native reporting improved queue staffing. Results included a 40% reduction in average handle time, 62% lower abandonment rate, 42% increase in monthly service capacity, and a 97% service level.
Glia helped AmeriCU Credit Union boost self-service and member satisfaction with digital-first customer service. AmeriCU used digital chat and OnScreen voice to reduce high call volume. The Call Visu...alizer tool enabled online collaboration for phone callers. AmeriCU increased digital interactions by 3X and achieved 23% self-service usage. Average handle time dropped by one third. Member satisfaction reached 4.75 out of 5 and NPS hit 66.
Glia Digital Customer Service helped Dover Federal Credit Union shift to a digital-first approach. The credit union wanted to expand digital services and improve both member and employee experiences.... They deployed Glia to consolidate all digital interactions into one seamless platform. Dover Federal saw a 21% reduction in average handle time, a 40% decrease in average wait time, and a 13% increase in interactions with fewer staff. The solution supported rapid membership growth and improved service quality.
Glia helped Heritage Federal Credit Union improve service with AI. They replaced a legacy CCaaS and IVR with Glia Voice and a virtual assistant. Glia Virtual Assistants now provide 24/7 support acros...s digital and voice channels. The credit union unified all communication with Glia's platform. Results include 90% of interactions enhanced by AI, a 20% reduction in labor, 18% lower handle time, and a 16% increase in service levels with double the volume and no extra staff.
Glia Digital and Glia Voice helped Azura Credit Union modernize its member service. The credit union faced outdated technology, no call center solution, and manual processes. Glia enabled chat, video..., audio, and advanced call routing. Azura saw a 92% average monthly service level, a 54% increase in digital interactions, and a 50% reduction in phone wait times. Agent efficiency improved with a 38% multi-engage rate.
Insurance Case Studies and Success Stories with Glia SMS Gateway
CASE STUDY Celina Insurance Group
Glia Digital Customer Service helped Celina Insurance Group replace their old chat system. Agents now use chat, OnScreen Voice, video, screen sharing, and cobrowsing to connect with Celina teams. The... new system lets agents reach underwriting, tech support, accounting, and management easily. Agent satisfaction reached 4.93 out of 5 for all Glia interactions. Support experience scored 10 out of 10. Celina saw fast implementation and improved agent loyalty.
Glia Voice and Phone GVA helped Service 1st Federal Credit Union modernize its call center. The credit union replaced its old IVR with an AI-powered virtual assistant. Members now get 24/7 self-servi...ce and faster help. The solution cut call abandonment by 95% and wait times by 71%. Agents handle 29% fewer calls, saving 69 hours per week.
Glia helped Granite Credit Union modernize its contact center and digital service. The credit union faced poor member experience due to outdated systems and manual processes. Glia deployed its Unifie...d Interaction Management platform, Cortex Manager AI, Agent AI, and a bilingual virtual assistant. Granite CU achieved a 60% containment rate, a 25% drop in average handle time, and saved 1,400 hours of manual work in four months. Member satisfaction reached 4.7 out of 5.
