We Are Here to Help
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. As we all collectively navigate the realities of COVID-19, we want you to know that we are here to help. With our singular focus on banks and credit unions, we are able to leverage industry insights that will help guide you through this.
What We Are Hearing
The need for communication and self-service is more important than ever. As your employees transition to remote workplaces and your customers must increasingly rely on mobile and online banking, they need access to the rapidly changing information as well as the everyday banking information.
We are hearing that financial institutions are experiencing higher than normal call volumes, increases in live chats and emails, and seeing higher than normal usage of both of our solutions as your employees and customers are looking for answers.
How We Can Support You
During the coming weeks, the need for automated support is more important than ever. If you haven’t already, now is the time to fully tap into the range of solutions and services that SilverCloud provides.
We want to reassure you that we are fully operational (albeit remote, but we haven’t missed a beat) and strive to do what we say, take care of each other and deliver excellence. That mission only becomes stronger in times of need. We are uniquely equipped to support you during this challenging time.
Updating Content
Now is the time to be optimizing your content. As new questions are coming in, it is imperative to add and update existing content in your digital channels. It’s also a great time to add screenshots and provide more detailed information as consumers rely more heavily on online and mobile banking and for some, use remote banking capabilities for the first time.
Guided Tutorials
Interactive Guided Tutorials guide users through step-by-step processes. These are especially effective for consumers being introduced to mobile and online banking for the first time or dealing with specific technology questions such as mobile deposits, transfers and bill pay.
Custom Work Queues
Custom Work Queues allow you to capture consumer inquiries and requests across your digital channels and bring them all into one centralized tool that ensures they are being routed to the right people. With an influx of new questions and a disparate workforce, custom work queues will allow you to ensure your consumer questions do not go unseen or unaddressed are being routed to the right people at the right time.
Banking Chatbot
Our Chatbot is another interface that can be leveraged across your digital channels and can be added to new applications very quickly. The Chatbot can be customized to instantly serve up answers to high volume questions as well as to build out detailed guided conversations that are specific to the current situation. The Chatbot can also be used to sit in front of your Live Chat solution to deflect higher than normal chats by providing a self-service option.
Special Alerts & Categories
Customize your portal pages to announce special alerts such as announcements and company messages. We have a variety of options available that will make this information easy for your employees to access.
Leverage categories and buttons to make all information related to COVID-19 consolidated and easy to find. Depending on how your portal is configured, we have a variety of options available for you.
We are navigating into uncertain times from the impact of COVID-19, but we want you to know that we are here for you. Now is the time to lean into our support, our expertise, and services team.
Please reach out to your customer success manager, submit a ticket or visit our support portal for more information.