Customer Experience

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…

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How To Support Your Banking Customers During the COVID-19 Crisis | Plus, a FREE Support Answer Template

How To Support Your Banking Customers During the COVID-19 Crisis | Plus, a FREE Support Answer Template

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…

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5 Reasons Why Banks and Credit Unions Need to Consider Chatbots

5 Reasons Why Banks and Credit Unions Need to Consider Chatbots

Chatbots are a hot topic in banking. As the shift towards a digital-first world accelerates, we are quickly approaching the intersection of business value and consumer expectations. Banks and credit unions are seeing the benefits of automation – lowered support costs via robust self-service all while fulfilling the consumer expectation of being able to complete…

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10 Things You Need to Know Before Implementing a Banking Chatbot

10 Things You Need to Know Before Implementing a Banking Chatbot

There’s no question about it – the world of banking is becoming more self-service oriented, with greater automation to service the needs and demands of today’s digital-savvy consumers.  The buzz of chatbots continues to grow louder as large banks like Bank of America with Erica  and USAA with their Automated Assistant, to smaller mid-tier banks…

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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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