Case Study: Landings Credit Union achieves sub-30-second response times and new loan leads with LivePerson

A Human Connection Supports Customer Service and Membership Growth

Landings Credit Union, a $135M Tempe, Arizona credit union that rebranded in 2013 to broaden membership, needed a way to raise public awareness and grow membership while preserving its reputation for personalized service. With a small marketing budget and a goal to add a digital, member-friendly channel, the organization sought a live chat solution that could handle both customer support and future sales opportunities.

They deployed LivePerson’s LiveEngage with a sticky Click-to-Chat button, staffed by their Convenience Branch team. Within two months average response time was under 30 seconds and chats averaged five minutes; the channel handles about 10 inquiries per week, yields high satisfaction, and has already produced two closed auto loans, two mortgage leads and numerous insurance/investment referrals.

Landings Credit Union

Dillon Gonzales

Marketing Specialist