After a quick implementation, credit union now delivers better support, better member experience
SilverCloud, the only support solution built exclusively for the financial services industry, announced that Decatur, Illinois-based Staley Credit Union successfully launched the company’s automated Consumer Support platform, providing its members a more intuitive, engaging self-service support experience. Leveraging SilverCloud’s proven process, the credit union successfully deployed its new member-service platform (including the creation of customized content, the addition of front-end widgets and new contextual search bars across all digital channels) in less than 30 days.
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Staley Credit Union provides wealth of information, readily available at members’ fingertips with SilverCloud’s Consumer Support platform. Member-service platform launched in less than 30 days. Find out more here: https://hubs.ly/H0pfHHW0 @SilverCloudInc
Staley Credit Union was in search of a self-service support solution that would enable its members to easily find the answers to simple how-to questions such as how to reset a password, as well as more complex transactions including opening a new account or applying for a new product or service.
“Faster, easier, smarter. This is our commitment to our members, to provide the tools needed to better manage their finances at a time and place that is convenient to the member, regardless of the credit union’s traditional operating hours or branch locations,” said Blake E. Wallace, AVP of Member Services for Staley CU. “With a few simple taps on any mobile device, our members can easily open a new account, apply for a loan or simply transfer funds or deposit checks. Similarly, we wanted to provide our members with a wealth of information, essentially the answers to any and all potential questions and inquiries, readily available right at their fingertips. With SilverCloud’s platform, our members can now easily find information on products and services, step-by-step tutorials and procedures for completing transactions, as well as general operational updates that are timely and accurate.”
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SilverCloud’s Consumer Support platform was designed specifically for financial institutions and includes a rich set of support features and content that addresses the unique needs, processes and compliance requirements of credit unions like Staley CU. According to the credit union, SilverCloud’s best practice approach to developing support content, answers, policies and procedures was one of the greatest benefits. SilverCloud’s proprietary 3A methodology consists of the following: Answer the Question, Provide Additional Information, and Provide an Actionable Next Step. The support content is centrally stored in a knowledge management tool that was built exclusively for credit unions and provides the workflow approvals, audit history, and analytics that credit unions need. This ensures that any answer a member gets across all digital channels is the same and that the content and member journeys are constantly improving over time.
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