SilverCloud, Inc., the only support solution built exclusively for the financial services industry, today 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, addition of front-end widgets and new contextual search bars across all digital channels) in less than 30 days.
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 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.”
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.
Wallace continued, “Our members continue to demand self-service options and providing automated support with a frictionless experience was our primary goal. With SilverCloud’s Consumer Support platform, our members can now access any type of information they need, when and where they need it. What most impressed our team about SilverCloud was they not only did all of the heavy lifting during the implementation phase, but they were able to meet the timeline they initially committed to. I was pleasantly surprised that we were live in less than 30 days.”
The Consumer Support solution guides member behavior by proactively providing recommendations, logical next steps, and contextual support so that the member can easily access information without undue burden on a contact center. And since 54 percent of questions are asked on nights and weekends, the Consumer Support solution helps to create a more engaging and effective member experience.
SilverCloud CEO Scott Cornell added, “As the industry’s only support solution developed specifically for credit unions, we take great pride in providing solutions that are not only easy to implement, but that help their members deliver the digital self-service support they need, now more than ever. Staley Credit Union is a great example of not only how quickly Consumer Support can be implemented, but the recognition of how important digital self-service to credit union members.”
SilverCloud, headquartered in Portsmouth, NH, is a leading provider of support solutions built exclusively for banks and credit unions. Trusted by more than 200 financial institutions, SilverCloud helps banks and credit unions deliver better support to reduce costs and improve experience by automating the creation, management and delivery of knowledge. Easy to implement and maintain, SilverCloud ensures satisfaction and a tangible ROI. For more information, visit www.silvercloudinc.com.