Glia delivers a simple, guided digital process for banks and credit unions to benchmark and evaluate impact of service interactions
Glia, the leader in customer interaction technology, announced the launch of its Unified Interactions Index Calculator, providing a seamless, guided digital process for financial services companies to benchmark themselves against over 500 peer companies. The online calculator is based on Glia’s Unified Interactions Index, a new, more effective way for financial institutions to define and measure the value created by their customer interactions based on comparisons of efficiency, effectiveness and experience. The Interactions Index Calculator is now available from Glia to all banks, credit unions and insurance companies at no cost.
By answering just 14 questions, Glia’s calculator provides apples-to-apples benchmarking data, showing financial institutions how they compare against peers and competitors. The score categorizes respondents into one of three areas based on the efficiency, effectiveness and experience of their customer interaction strategy: front runner, pacer or straggler. From there, Glia provides custom recommendations for improving the institution’s interaction strategy and driving more business results based on their unique metrics.
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“Customer interactions are the new litmus test for loyalty, but until now financial institutions haven’t had an accessible way to compare their interaction strategy with peers and relate it to tangible KPIs,” explained Dan Michaeli. “Our calculator offers a quick, simple way to evaluate where an institution stands and then provides actionable steps on easy areas of improvement. This ultimately helps deliver the information and tools necessary to modernize and enhance customer interactions and drive successful business outcomes.”
Glia launched its first ever Unified Interactions Report based on the Unified Interactions Index earlier this year based on its experience in powering over 3-billion interactions between financial services organizations and their customers. The report found that those financial services organizations that embrace a unified approach to managing interactions are able to achieve three benefits simultaneously – greater cost efficiency, increased revenue and a higher overall customer experience and loyalty.
The launch of these new Interactions offerings is part of Glia’s overarching dedication to helping financial institutions achieve successful service outcomes, strengthen relationships and accelerate growth.
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