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Text > 实例探究 > GreenState Credit Union:通过 LiveChat 降低成本并改善会员互动
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GreenState Credit Union Enhances Efficiency and Member Experience with LiveChat

适用行业
  • 金融与保险
  • 电信
适用功能
  • 质量保证
用例
  • 库存管理
  • 时间敏感网络
挑战
GreenState Credit Union 需要一种更有效的方式来处理会员联系并降低运营成本。
关于客户
GreenState Credit Union是爱荷华州最大的信用合作社,也是美国顶级的金融机构。他们优先考虑效率,并以更好的费率和更低的费用的形式将节省的费用返还给会员。
解决方案
GreenState 将 LiveChat 作为其聊天专家的工具,以同时处理多个联系人并提高效率。他们还使用LiveChat的身份验证系统跳过正常的验证过程,节省时间并改善会员体验。在大流行期间,LiveChat 使 GreenState 的聊天团队能够无缝过渡到远程工作。
运营影响
  • The use of LiveChat has had a significant impact on GreenState's operations. The tool has allowed the credit union to serve more member contacts more effectively, leading to higher Net Promoter Scores (NPS) for contacts that come through LiveChat compared to those that come over the phone. The personal connection developed over chat has been beneficial in creating a lasting impact and leading to higher NPS. The efficiency of LiveChat has also allowed GreenState to substantially lower their overall cost per interaction, which is a key measure of their success. Furthermore, LiveChat has enabled GreenState's chat specialists to make substantially more recommendations and introductions than their phone counterparts, helping members see GreenState as their trusted financial partner.
数量效益
  • GreenState's seven chat specialists handle more than a third of the Member Assistance Center’s total contacts for the year.
  • During the pandemic, despite a substantial increase in chat volume, GreenState only had to add a few people to handle the additional volume.
  • LiveChat substantially lowers GreenState's overall cost per interaction.

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