LivePerson Case Studies Landings Credit Union: A Human Connection Supports Customer Service and Membership Growth

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	Landings Credit Union: A Human Connection Supports Customer Service and Membership Growth LivePerson

Landings Credit Union: A Human Connection Supports Customer Service and Membership Growth

LivePerson

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Finance & Insurance
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services
Challenge	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. Read More
About Customer	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. Read More
Solution	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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Finance & Insurance

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

Challenge

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.

About Customer

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.

Solution

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.

Impact #1	The organization now fields around 10 live chat inquiries per week, with an average response time of less than 30 seconds.
Impact #2	The average length of a live chat conversation is five minutes, indicating that customers are comfortable raising relatively complex issues on the channel.
Impact #3	The live chat channel has already produced two closed auto loans, two mortgage leads, and numerous insurance and financial services referrals.

Impact #1

The organization now fields around 10 live chat inquiries per week, with an average response time of less than 30 seconds.

Impact #2

The average length of a live chat conversation is five minutes, indicating that customers are comfortable raising relatively complex issues on the channel.

Impact #3

The live chat channel has already produced two closed auto loans, two mortgage leads, and numerous insurance and financial services referrals.

Benefit #1	Two auto loans closed from live chat inquiries
Benefit #2	Two mortgage leads generated via live chat
Benefit #3	Numerous referrals to insurance and investment partners

Benefit #1

Two auto loans closed from live chat inquiries

Benefit #2

Two mortgage leads generated via live chat

Benefit #3

Numerous referrals to insurance and investment partners

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Overview

Landings Credit Union: A Human Connection Supports Customer Service and Membership Growth

Operational Impact

Quantitative Benefit