Case Study: Regional US Bank achieves neighborhood-style personalized online service and 3.1x interaction capacity without added staff with Glia

Regional Bank Brings Personal Touch to Online Banking with Glia

Regional US Bank, a top-rated regional lender with more than $10B AUM and a century-long focus on a “neighborhood bank” customer experience, needed to preserve that personal, in-branch feel as online and mobile inquiries surged—especially during acquisition-driven onboarding spikes. To address this, the bank selected Glia and its Digital Customer Service Platform (Glia’s Omnichannel suite, including Live Observation and Co-browsing) to bring in-branch show-and-tell capabilities to digital channels.

Glia’s solution gave representatives real-time customer context, co-browsing and simultaneous engagement tools so they could personalize help, reduce repetition and scale service without adding headcount. As a result, the bank handled a 3.1x increase in online interactions with the same staff, supported 64% of chats simultaneously, cut average handle time by 24% while earning a 4.7/5 CSAT, and met a <15‑second average wait time for 98% of interactions.