Digital Member Service

Digital Member Service

The Digital Member Service powered by Glia brings the in-person support experience to all member interactions, whether they start online (personal computer or mobile) or on a phone call with your credit union.

 

Our solution allows credit unions and members to engage through their preferred communication channel for a given interaction. The Digital Member Service solution empowers credit unions to more easily interact and co-pilot their member’s experience, enabling a better and, ultimately, more successful communication experience. Think about it! Our solution enables a real-time voice as well as online face-to-face access to your credit union’s support teams, product leaders, department leaders and others to fulfill the requirements of the requested member-owner need. Our platform allows for a single, unified support stack for multiple communication requirements with your members: Voice, Video, Chat, Screen Share, Chatbot, and/or Co-browsing.

 

 

Key Features and Benefits to Support Your Credit Union Members

 

Glia Call Visualizer

Call Visualizer by Glia helps you improve first-call resolution, average handle time, and customer satisfaction. Empower your representatives to add immediate context to any phone conversation by tying offline phone calls to live web sessions where they can take advantage of live observation, CoBrowsing, video & surveys.

Call Visualizer is designed to work with your existing phone system and embed within your CRM and business applications. It delivers rich visual engagement to your agents, allowing them to have instant live observation and full, dual-cursor CoBrowsing capabilities to better support customers. With the click of a button, Call Visualizer allows you to transform any support call into a fully immersive visual engagement with rich context for faster and more intelligent conversations. Agents can deliver a more personal touch by adding one-way or two-way video to phone conversations.

 

Glia AI Management

Glia’s AI Management module provides the framework to provision, measure, and manage AI-driven Virtual Assistants to converse with your customers, and Operator Assistants to guide agents.

 

Deploy AI in Different Ways

 

Bot to Bot Transfer
  • Multiple specialized bots with specific skills transfer between each other to accomplish tasks

 

Bot Cobrowsing
  • Multiple specialized bots with specific skills transfer between each other to accomplish tasks

 

Bot to Human Transfer
  • Bots seamlessly transfer to and from humans, directly or through a queue system

 

Response Cards
  • Bots seamlessly transfer to and from humans, directly or through a queue system

 

AI Custom UI Commands
  • Build your own UI with custom commands, such as launching a calculator during an interaction

 

Concierge Bot
  • Build your own UI with custom commands, such as launching a calculator during an interaction

 

Activating the Digital Member Service

Glia Hub can be up and running quickly and easily with a single line of code added to your website or portal. You’ll be able to identify your highest-value website visitors, communicate effortlessly through the most relevant channels, and create high-touch engagement with rich visual context through CoBrowsing and Observation. Glia-powered digital customer service leads to increased online conversion, improved customer support, and the delivery of a more positive customer experience.

 

Contact Sales@MAProcessing.com for more details!