Landings Credit Union: A Human Connection Supports Customer Service and Membership Growth
公司规模
Mid-size Company
地区
- America
国家
- United States
产品
- LivePerson
技术栈
- LiveEngage platform
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
适用功能
- 销售与市场营销
服务
- 软件设计与工程服务
关于客户
Landings Credit Union is a financial institution based in Tempe, Arizona. With $135 million in assets, the credit union provides a wide range of financial services for its members. The organization was formerly known as Tempe Schools Credit Union, but adopted its new name in 2013 to reflect a broader membership base. Anyone who lives or works in Maricopa County, Arizona is eligible to become a member of Landings Credit Union. The organization prides itself on its reputation for personalized customer service and is constantly seeking ways to improve and expand its services.
挑战
Landings Credit Union, formerly known as Tempe Schools Credit Union, underwent a name change in 2013 to reflect a broader membership base. However, the organization faced challenges in promoting its new identity due to a limited advertising budget. The credit union wanted to maintain its reputation for personalized customer service while expanding its membership base. It sought to provide a personalized, digital customer service channel to support its corporate initiative to build new membership. The organization's president and CEO, Margaret Hunnicutt, learned about LivePerson at a conference for credit union executives and saw potential in the solution.
解决方案
Landings Credit Union decided to implement a live chat channel powered by LivePerson. The organization deployed a sticky Click-to-Chat button on its website, which follows visitors from page to page. When an agent is available, visitors who click the icon are connected quickly. When no one is available, it defaults to an email inquiry. The organization also uses LivePerson's enrichment analytics capabilities to produce a broad range of reports, including traffic patterns and agents' response times. The organization plans to do more with reporting in the future and is considering deploying exit surveys through LiveEngage to measure customer satisfaction.
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