The Cloud

News, trends and insight on driving growth through consumer engagement

The Best Customer Service is Self-Service: 9 Stats Pointing To Why Customers Want to Help Themselves

The Best Customer Service is Self-Service: 9 Stats Pointing To Why Customers Want to Help Themselves

Ever wondered how or why customer service has evolved from “how can I help you?” to, “help yourself”? Check out these top statistics that help explain why companies and consumers alike are leaning into self-service. 92% of online adults use search engines to find answers on the web. Source: Pew Research Internet Survey 91% of…

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Financial Brand Article – What Banks & Credit Unions Can Learn From Netflix About Digital Support

Financial Brand Article – What Banks & Credit Unions Can Learn From Netflix About Digital Support

As featured on the Financial Brand in June, 2019: Financial institutions of any size can implement small steps used by Netflix and other e-commerce rock stars to ease the load on contact centers, especially when live chat is used. Equally important, these steps lead to significant opportunities to cross-sell consumers who clearly have indicated an…

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Thriving During a Merger, Mobile, or Online Conversion

Thriving During a Merger, Mobile, or Online Conversion

Is your institution prepared for the stress of a conversion? Banking is evolving… quickly. Keeping up with the expectations of today’s consumers involves some hefty initiatives that, inevitably, will stress your staff – and your customers. Mobile conversions Online Banking conversions Rolling out new features and upgrades – Online Account Opening, Mobile Deposit, Bill Pay…

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SilverCloud’s Curated Best-of-Netflix List

SilverCloud’s Curated Best-of-Netflix List

Netflix has made its way into the hearts, homes — and wallets — of America’s households. It’s easy-to-use interface, compelling content, and superb customer experience keep us coming back for more. What can credit unions and banks learn from Netflix’s digital prowess to better service and engage their own members /customers, and increase products per consumer?…

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Highlights from the 2019 Financial Brand Forum

Highlights from the 2019 Financial Brand Forum

We just returned from the Financial Brand Forum feeling rejuvenated by the original perspectives, new faces, and invigorating conversations we encountered! Taking place at Caesars Palace in Las Vegas, Nevada the Forum is banking’s premier conference on marketing, customer experience, data analytics and digital transformation. With over 2,000 banking professionals in attendance from over 750…

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Case Study: Visions Federal Credit Union Leverages SilverCloud’s Consumer Support to Gain Double-Digit Growth in Mortgage Loans

Case Study: Visions Federal Credit Union Leverages SilverCloud’s Consumer Support to Gain Double-Digit Growth in Mortgage Loans

EXECUTIVE OVERVIEW Headquartered in Endwell, New York, Visions Federal Credit Union was founded in 1966 and serves 180,000 members with 44 branches and over $3.5 billion in assets. Visions FCU implemented SilverCloud’s Consumer Support in March 2015. SilverCloud’s Top Content Widgets — a feature of the Consumer Support solution — increased mortgage loan growth by…

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Case Study: Institution for Savings Utilizes SilverCloud’s Employee Support to Improve Training Procedures and Enhance Internal Efficiencies

Case Study: Institution for Savings Utilizes SilverCloud’s Employee Support to Improve Training Procedures and Enhance Internal Efficiencies

EXECUTIVE OVERVIEW Headquartered in Newburyport, Massachusetts, Institution for Savings is one of the oldest mutual banks in the country, with $2.7 billion in assets and seven branches serving communities on the North Shore. Together with Tammy Roeger, Senior Vice President of Retail Banking of Institution for Savings and Wes Barry, Vice President of Retail Banking…

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