Insights for Banks and Credit Unions

Staley Credit Union and SilverCloud Deliver Digital Support to Members’ Fingertips in Less than 30 Days

Staley Credit Union and SilverCloud Deliver Digital Support to Members’ Fingertips in Less than 30 Days

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 Customer Self-Service is exactly what we needed to achieve our goal of “help members help themselves.”

“We always wanted a feature on our website that delivered information straight to members’ fingertips, especially off hours. We found exactly that in SilverCloud Customer Self-Service.” – Blake E. Wallace, AVP Member Services at Staley CU

In their search for solutions that could help them achieve this, Blake and his team searched for terms like 24/7 member support, FAQs, and website search. 

When they came across SilverCloud’s Customer Self-Service, they found not only a product, but a service that “is the epitome of helping our members help themselves. There’s no other service that can speak to that. Members type in a question, they get their answer, and then they move along with their day,” shares Blake.

#2 SilverCloud delivers on exactly what they promise – including a fast and seamless implementation – in less than 30 days!

From the onset of conversations with SilverCloud, it’s safe to say Blake was a bit skeptical of the claim that the implementation would require minimal work from the client side, and would be launched within 30 days. 

“When SilverCloud said Customer Self-Service could be up in three to four weeks, I prepared for about two months. But it actually took about three weeks – exactly what they said. I was shocked by how quick implementation was. That’s a testament to how easy SilverCloud makes it for their customers. They made it super seamless for us and we didn’t have to do much. That enabled us to launch it extremely fast on the website.” – Blake E. Wallace, AVP Member Services at Staley CU

#3 SilverCloud does the majority of the work for you. Really.

Most people don’t believe us when we tell them that the work to get Customer Self-Service up and running on their end will be minimal. Even our friend, Blake, at Staley CU had a hard time taking our word for it, but he was glad he did!

“We were told during the initial demo that SilverCloud would provide all the content, and truth be told, that was hard for me to believe. I fully expected I’d have to write a ton of content and do a lot of updating, but SilverCloud made it really easy. By the time we had our first meeting, SilverCloud had a spreadsheet with all the proposed questions and answers. Instead of us having to create something from scratch, all we had to do was polish what they had already done.” – Blake E. Wallace, AVP Member Services at Staley CU

#4 SilverCloud’s product is great, but it’s service is even better.

In his due diligence process vetting the solution, Blake sought a reference from a current SilverCloud customer and in speaking with them, heard great things about SilverCloud, particularly that the service is as straightforward as it sounds, and that it offers exactly what it says it will offer. 

“The thing that stood out the most was the rave reviews given about SilverCloud’s staff and that turned out to be 100% true in our own experience. Every time I had an issue, or anything that I would need, implemented or changed or done in general, I would reach out, and not only would I get a super fast response, but it was always a solution to my problem. Everyone at SilverCloud is always friendly. The service has just been awesome. I can’t say enough about their service.” – Blake E. Wallace, AVP Member Services at Staley CU

#5 Working with SilverCloud is unlike working with any other banking technology vendor.

As AVP of Member Services for Staley CU for nearly 7 years, you can imagine Blake has dealt with his fair share of products, services and vendors to continuously improve the member experience.

So much so, that he’s even developed his own calibration technique to calculate how long it will take a vendor to deliver something — it’s usually 2x longer than they say it will. 

SilverCloud actually delivered on what they promised. And that goes from how easy it was to set up, to how the solution looks once it’s implemented on your digital channel, to how it works. Everything they promise they 100% delivered on. In working with a lot of different vendors in the past, I can say that’s not something every vendor does.” – Blake E. Wallace, AVP Member Services at Staley CU

Ready to resolve your customer experience issues and deliver the automated support that’s missing in your digital channels?

Watch the video below to learn more about Customer Self-Service, SilverCloud’s 24/7 automated digital support solution. 


Request a demo and we’ll be in touch the same day!