The week-by-week analysis of what banking customers are looking for in your digital channels. The findings highlight key trends in digital banking channels based on usage from over 200 banks and credit unions and approximately 1,000,000 questions asked on our platform each month. Usage for Digital Support has never been higher. We are seeing daily…
If you asked Blake E. Wallace, AVP of Member Services at Staley Credit Union, how SilverCloud met or exceeded his expectations, we would guess he would tell you in these five ways… OK, full transparency — we did ask him and here’s what he told us, and wants you to know. #1 SilverCloud Consumer Support…
As the events of the last few weeks unfold, there is no questioning it — we have found ourselves in an unprecedented situation – locally, nationally, and globally. The changing tide of the COVID-19 pandemic has set forth widespread economic, health, financial, and lifestyle changes, and it seems that no business, industry or sector remains…
When policies and procedures are not easily accessible, not written with an end consumer in mind, and not consistent across channels and branches, there are a number of negative repercussions that can affect a bank or credit union: Compliance One of the major issues with inconsistent policy and procedure documentation is the compliance risk it…
Banking has tons of industry specific terms and as a result bankers often communicate using acronyms instead of using full terms. For example, saying CERCLA instead of Comprehensive Environmental Response, Compensation, and Liability Act. If you’re new to the industry it can be difficult to understand documents and even conversations that use banking acronyms you…
It’s estimated that 3 in 5 financial institutions have recently gone through a digital banking conversion or will in the next 18 months. While there are endless resources outlining the planning, and implementation from a technical perspective, what is often underestimated is the impact on your customers and staff. We recently talked to a Credit…
As featured on Pymnts.com in February 2020: Customer service is the lifeblood of financial services, just as much as credit cards, debit cards and checking accounts. But as banking becomes ever-more mobile, and account openings and activities are done through digital channels, the very definition of support – and how it should be provided – is…
February 13, 2020, Portsmouth, NH — SilverCloud, Inc., the leading provider of automated support for banks and credit unions, announced seven new financial institutions have selected SilverCloud, including: Staley Credit Union $148m Deactur, Illinois Piedmont Advantage Credit Union $356m Winston-Salem, NC Resource One Credit Union $514m Dallas, Texas A $1.33b Canadian credit union &…
Technology reduces consumer abandonment at account opening Portsmouth, N.H. and Lethbridge, Alberta, Feb. 04, 2020 — SilverCloud, Inc., the only support solution built exclusively for the financial services industry, and thirdstream, a leading provider of in-branch and online account opening and digital lending solutions, announced a partnership that assists financial institutions in driving more online…
With 12 locations serving more than 50,000 members across southern Louisiana and Alabama, Jefferson Financial Federal Credit Union has been a staple of their community since 1966. Operating with a frontline staff of 105 employees, Jefferson Financial FCU takes great pride in providing excellent service to its members. When Jefferson Financial Federal Credit Union set…
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