Home Credit union Dover Federal Credit Union Drives Steady Membership Growth by Moving from Chat to All-Digital Customer Service

Dover Federal Credit Union Drives Steady Membership Growth by Moving from Chat to All-Digital Customer Service


“Glia has reshaped the way we do business with its 100% digital approach. We have redesigned everything and completely changed the way we interact with our members. This allows us to take advantage of technology and lead our industry,” said Tyler KuhnHead of Marketing and Digital Experience for Dover Federal Credit Union.

All inclusive with DCS

Based on the positive results across all digital channels with Glia, Dover Federal rolled out Glia Phone to become 100% digital. The entire contact center, including the telephone system, is now part of the Glia platform. Even traditional phone calls are now digital engagements, creating a single source of member data. This makes management, reporting and even staffing easier.

“By going ‘all inclusive’ with Glia’s digital customer service platform, including Glia Phone, Dover Federal Credit Union is a powerful example of the value that a truly digital approach delivers. Members benefit from services faster and better across all channels and employee satisfaction is high,” said Dan Michaelico-founder and CEO of Glia.

To learn more about Dover Federal Credit Union and its 100% digital approach, read the Dover Federal Case Study.

About Glia

Glia is reinventing the way companies support their customers in a digital world. Glia’s Digital Customer Service (DCS) solution enriches web and mobile experiences with digital communication choices, on-screen collaboration and AI-powered assistance. Glia has partnered with over 300 banks, credit unions, insurance companies and other financial institutions worldwide to improve customer experience and drive business results. Named both a Deloitte Technology Fast 500™ company and a Great place to work (with a 97% employee satisfaction rate) for a second consecutive year, Glia continues to achieve broad industry recognition and thought leadership in customer service, including publishing the definitive book on DCS with Willey. The company has raised more than $150 million in the financing of the best investors. To learn more, visit glia.com.

Contact: Maggie Sage, [email protected]