Case Study: GreenState Credit Union lowers cost per interaction with LiveChat

GreenState Credit Union Substantially Lowers Their Overall Cost per Interaction

GreenState Credit Union, a lean cooperative focused on delivering better rates and lower fees to its members, needed a more efficient way to handle member support. The credit union adopted LiveChat to give members another contact option and improve service efficiency, especially as phone support became less scalable for its small team.

LiveChat helped GreenState route more inbound contacts through chat, where one specialist can assist multiple members at once. The result was a substantially lower cost per interaction, higher member satisfaction scores on chat than phone, and strong business continuity during the pandemic. GreenState also used LiveChat features like Message Translator and reporting tools, and the vendor name LiveChat appears again as a key enabler of their efficiency gains.

GreenState Credit Union

Sierra Woodall

Member Assistance Center Supervisor