Case Study: Fortune 500 Bank achieves 22% sales increase with Glia

Driving Consumer Lending Success Online with Glia

Fortune 500 Bank, a leading U.S. consumer bank, needed to improve its online lending experience for auto financing after customers struggled to filter thousands of vehicle and loan options. The bank selected Glia and its digital customer service tools (including CoBrowse, messaging and voice) to add live, contextual assistance to the web and mobile buying journey.

Glia enabled reps to view customers’ screens, co-browse vehicle selections, model payment options, and seamlessly escalate from chat to voice, while meeting the bank’s security requirements. The Glia solution reduced abandonments (about 1/3 fewer drop-offs), delivered a 14% lift in Net Promoter Score, a 2.7‑point CSAT gain and a 22% increase in sales.