With the spike in the remote workforce, (and more online traffic than ever) it has never been more crucial for businesses to connect with their members and continue to provide topnotch service. This is where Digital Customer Service (or DCS) comes into play because DCS enriches the online member touchpoints no matter how or where they are trying to connect.
In this video, we jumped on a call with Andrea Argueta, Chief Operations Officer at IDB Global Federal Credit Union, to discus how Glia and Digital Customer Service was able to help them better serve their members. She goes on to explain that they were able to utilize data and analytics from the agent dashboard to see where the site traffic and points of drop off were and quickly move agents in to rectify these situations.
Check out the full video here: