Banking and financial services customers expect an omni-channel, personalized and proactive customer experience. Credit Unions, as member-driven organizations, are inherently early adopters of technology that enables great customer communications; they are pioneers when it comes to managing service and engagement. Omni-channel contact centers are prevalent among credit unions as their members embrace the ability to interact with agents through their medium of choice.
According to a study conducted by The Harris Poll and commissioned by OneReach, among those who use text messaging, 64% (that number goes up to 76% for 18- to 34-year-olds) said they would prefer to carry out some kind of customer service activity via SMS and that being able to do so not only makes them feel that the company understands their time is important, but also increases loyalty. John Cray, vice president of product management for Enghouse Interactive, recently authored a column in Credit Union Times examining the state of customer satisfaction in 2015, and the increasing adoption self-service, SMS and chat with the contact center environment. Click here to read what John has to say.