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December 15, 2020
SilverCloud LLC, a leader in conversational banking, today released its SilverCloud Labs monthly report highlighting Conversational Banking “Micro-Trends,” the detailed, low-level data driving the newest wave in digital banking.

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When the COVID-19 pandemic forced shutdowns in the spring of 2020, American 1 realized the power of Consumer Support™ to help them stay connected to and service members.

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November 12, 2020
SilverCloud LLC, a leader in conversational banking, today released its SilverCloud Labs report highlighting Conversational Banking “Micro-Trends,” the detailed, low-level data driving the newest wave in digital banking.

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Learn tips, tricks and best practices that 200 banks and credit unions use every day to help make their institutional knowledge a constantly improving resource their employees love using.

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Q2 was a roller coaster ride, to say the least. And not particularly the fun kind.
Dealing with the immediate setbacks of the Coronavirus pandemic crisis, financial customers needed support from their financial institutions more than ever.

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Lori Bocklund of Strategic Contact and DJ Haskins from SilverCloud outline what survey data of 100+ CU contact center leaders reveals about the changing contact center, and how your center can better respond to today’s member needs.

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Six or more channels. That’s the number of channels the average customer uses to interact with their financial institution — and the minimum number of channels FIs need to manage. The result? A customer experience that is fragmented, inconsistent, and difficult to manage.

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In this webinar, we outline actionable steps and best practices that financial institutions of any size can easily implement that will allow you to improve the customer experience, increase technology adoption, and drive more product adoption.

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Stephanie Bailey, Training Coordinator, shares her five favorite features of the solution that make her job and that of her credit union team members, easier.

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Franklin Mint FCU recently deployed the SilverCloud Banking Chatbot on their digital channels, adding another mode of interactive self-service for their 120,000 members across the Greater Philadelphia Region.

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As we adjust to the realities of the new normal and fewer face-to-face in-branch interactions, credit unions must now deliver excellent member experience, digitally.

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As financial institutions have had to pivot in response to the Coronavirus outbreak, banks and credit unions are faced with unprecedented situations, challenging many of their usual operations.

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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.

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Learn how Staley Credit Union was able to start delivering an excellent customer experience with SilverCloud’s Consumer Support in less than 30 days.

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Our experts will outline steps you can take now to deliver the digital support your banking community needs in the short and long run.

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Do you really understand why some of your customers defect? Do you want to know why your competitors’ customers defect, and how you can attract them? Watch this webinar
…

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Watch this webinar to learn what an analysis of over 20 financial institutions, 250,000 policies & procedures, and 2 million employee searches reveals to better understand how credit unions can improve their procedure management.

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This webinar highlights how banks and credit unions can leverage the integrated power of SilverCloud and TimeTrade to generate high-value appointments – whether virtually or in the branch – while reducing unnecessary friction and delivering a superior customer experience.

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In this session we introduce a challenger approach (and related metrics) that will inspire leaders to rethink support delivery methods and show how small, incremental improvements drive LARGE operational efficiency gains, and a great consumer experience.

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Learn how Jefferson Financial FCU transitioned from SharePoint to SilverCloud’s Employee Support to achieve optimal procedure management for its frontline in 60 days.

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Do you know the real reasons Millennials are leaving your financial Institution? Watch our webinar to find out why they are leaving and how you can attract and keep them at your financial institution.

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Today’s consumers are starving for quick, easy and efficient ways to connect with you. That’s why we outlined the 5 reasons banks and credit unions need to consider implementing a chatbot and why doing so is easier than you think.

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Banks and Credit Unions know they need to provide better support in their digital channels, the challenge is where do you start? SilverCloud and LivePerson outline the winning formula for lowering support costs, increasing product engagement and delivering the digital support your consumers demand.

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Do you know the real reasons consumers switch financial institutions? The data from 1 million+ consumer reviews points towards 5 reasons that might surprise you.

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We have taken over 50 million banking consumer inquiries to develop a chatbot that no other provider can offer – the chatbot technology AND the content that allows you to deploy a fully functioning chatbot in 30 days.

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In this webinar we share statistics from over 2 million banking employee searches and give insights into what and how frontline staff are interacting with banking policies and procedures, as well as what you can do to ensure consistency, efficiency, and a better employee and consumer experience.

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In this 30-minute webinar, we outline tips from leading banks and credit unions that drastically cut down contact center inquiries and improve the member experience.

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Explore various tactics used by Netflix and other disruptive companies to achieve self-service, drive conversions, and reduce call volume.

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Register for this on-demand webinar to learn how financial institutions are adapting to the self-service landscape, and what you can do to optimize support in your online and mobile channels.

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Register for this on-demand webinar to learn what the big banks are doing, and what you can do in the next 90 days to deliver winning sales and support to your consumers.

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What we’ve learned from BofA, USAA, Huntington Bank, and others on how mid-tier banks and CU’s can grow with chat.

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Learn strategies to grow deposits among new and existing customers or members at your bank or credit union.

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Learn key strategies across industries for increasing self-service support in your banking website and mobile channels.

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Watch the webinar and learn key tips on how to improve customer or member experience and engagement.

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Giving customers the runaround erodes institutional trust and credibility, while negatively impacting customer experience and the bottom line.

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In this webinar, we explore simple ways in which banks and credit unions can improve consumer experience, increase efficiency, and bolster the bottom line by focusing on the #1 culprit – information overload.

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In this webinar, we address important questions and outline 4 tips for improving key marketing metrics. Watch the webinar to learn tips and insights that’ll set your team up for success in 2019.

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Before Sharonview Federal Credit Union, a $1.4 billion institution headquartered in South Carolina, purchased SilverCloud in July 2017, the number one employee complaint was the inability to quickly find policy, procedure, and product information.

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Tami Tenbarge, Director of Sales & Employee Development at $1.2B Evansville Teachers FCU, demonstrated how she quickly went from having an overloaded staff to a frontline of self-sufficient, lead producing employees.

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Headquartered in Endwell, NY, Visions Federal Credit Union implemented SilverCloud’s Consumer Support Center in March of 2015.

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As one of the oldest mutual banks in the country, Institution for Savings was in search of a way to improve internal efficiencies, bank training procedures and easily update vital documents.

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Following the implementation of SilverCloud’s consumer enablement solution, daily call volume decreased 20% at Bank of Oak Ridge, allowing employees to refocus their efforts toward key initiatives and revenue-driving activities.

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Cathy Roelle, VP of Teleservices at Arizona Federal Credit Union, provides insight into how she was able to increase the consistency, availability,and accuracy of information at her institution while positively impacting the bottom line and employee and member satisfaction.

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Marlo Hirl, VP of Marketing at Mill City Credit Union demonstrate how their focus on channel development with the use of SilverCloud has accelerated their member communications and member satisfaction to deepen relationships.

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