How to Optimize Your Member’s Channel Experience
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Contact volume has increased significantly, since March 2020, often without signs of returning to normal volumes. Consumers want to be able to self-serve and with digital channels continuing to grow, credit unions have the opportunity to reduce contact volumes across channels through, well-designed and implemented, self-service options. Deciding which digital platforms to offer up as self-serve options can be a challenge as there are many choices and understanding experience you are providing your members will be important when making these decisions.
Members expect financial institutions to have seamless channel experiences so ensuring you have a single member record and an experience that easily leads members from one channel to another will increase satisfaction while reducing costs from more expensive channels such as, branch and voice and shift the focus on more economical channels, such as online and mobile.