Glia, a provider of Digital Customer Service, has announced that Liberty Bank has chosen its Digital Customer Service platform.
By leveraging Glia’s platform, the bank will be able to digitize its customer service model, “resulting in an easier, more streamlined customer experience as well as boosted efficiencies.”
Based in Middletown, Connecticut, Liberty Bank is focused on evolving its business processes in order to address customers’ changing requirements and expectations in the digital age.
The bank is updating its digital assets including retail, business, cash management, mobile, digital money movement, digital account opening, and financial wellness solutions “as part of a broad digital transformation.” Partnering with Glia provides “the glue that makes digital transformation work: Digital Customer Service,” the update noted.
“We are in the middle of significant growth, and we needed a reliable partner that would be able to scale with us,” stated David Mitchell, EVP, GM, & Chief Digital Officer of Liberty Bank.
Mitchell added that Glia is a key player in the space that will help them adapt to the changing landscape while still offering “meaningful, personalized service.”
Audra Hamel, EVP, Chief Marketing Officer, remarked:
“When it comes to important topics like their financial health and activity, customers deserve the option to engage with their trusted bankers however they prefer. By switching from a phone-first to a digital-first approach to customer service, our customers will no longer have to leave the digital domain and dial a phone number for support and guidance. We’re confident this shift will strengthen customer relationships and loyalty.”
Glia’s Digital Customer Service platform will aim to assist Liberty Bank with addressing clients needs where they are and communicate via whichever methods they prefer, including messaging, video banking.
Glia’s tech offers continuity by keeping conversations in the digital channel, “eliminating the need for customers to spend time re-authenticating and providing context around their issue via clumsy phone experiences,” the update noted.
“Liberty Bank fosters a culture of innovation and they understood that a digital transformation was needed to execute on their growth strategy and provide customers with strong experiences,” added Dan Michaeli, CEO and co-founder of Glia.
Michaeli also noted that Liberty Bank is embracing the change and taking strategic, intentional action.” Michaeli pointed out that by “implementing [their] Digital Customer Service platform as part of its broader digital transformation efforts, the bank will empower its customers with flexibility and choice, which will be critical as it continues its impressive growth trajectory.”
Founded in 1825, Liberty Bank, based in Middletown, Connecticut, has over $7 billion in assets and 62 banking offices across Connecticut. As a full-service financial institution, Liberty provides consumer and commercial banking, cash management, home mortgages, business loans, insurance and investment services.
As noted in the announcement, Glia is “reinventing how businesses support their customers in a digital world.” Glia’s solution enriches web and mobile experiences “with digital communication choices, on-screen collaboration and AI-enabled assistance.”
Glia has teamed up with over 200 banks, credit unions, insurance firms and other financial institutions in order to “improve top and bottom-line results through Digital Customer Service.”