Listerhill Credit Union Boosts Sales with Glia-Powered Digital Service
Listerhill Credit Union has streamlined member online support with Glia, a leading digital customer service (DCS) provider, offering a seamless on-screen experience that delivers high levels of member satisfaction. The digital-focused solution enabled the Alabama-based credit union to ramp up sales, fueling significant growth in its mortgage business.
Glia’s online collaboration tools, such as CoBrowsing, allow Listerhill to guide members and educate them on self-service options that can save members time. The effectiveness of Glia’s digital interactive platform resulted in a phone call rejection rate of 67% and a member satisfaction rate of 4.75/5.
“At Listerhill, we pride ourselves on our highly accurate service and strong member relationships, supporting over 92,000 members across five states,” said Dustin Holland, Digital Strategist at Listerhill. “By building on our core values of exceeding expectations and proactively striving for improvement, Glia has enabled us to provide online services that reflect our personalized branch experience, allowing members to feel part of the Listerhill community regardless of communication channels.”
Listerhill gets more mortgages
In addition to boosting member support, Listerhill has used its digital service to build new business. The credit union is experiencing strong demand for mortgage lending fueled by strong regional growth. With the ability to help members fill out mortgage applications online, Listerhill has taken a hands-on approach to helping those members who are looking for a mortgage. Glia helps the Listerhill team understand when to actively engage and offers mortgage advice showing where a member is on their journey and where they may be struggling. This direct approach resulted in a conversion rate that is four times the industry average, adding an additional $2 million to first-year mortgage sales. The same principle can simplify other processes, such as loans or credit card applications, where a proactive service experience can increase conversion rates.
“By seeing who is actively looking at mortgage information on our site, I can get in touch and offer assistance that can help a member move closer to applying for a Listerhill mortgage without disturbing members who are looking for other services.” Angela Underwood, mortgage specialist at Listerhill, said. “This is a high-touch sales process that aligns with Listerhills’ focus on maximizing the member experience.”
Listerhill Credit Union’s message boosts sales with first Glia-powered digital service first appeared on Fintech Finance.
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