We are in the digital age, and as customers become more knowledgeable about the technology they use, the enthusiasm to do things by themselves has also increased. Enter the world of online self-service, a concept that Atlantic Central advocated when it provided services to support the member credit unions of Atlantic Canada.
The online environment has evolved and the way in which member credit unions engage in communication has also changed. Atlantic Central kept pace and modified its service approach by choosing the IntelliResponse virtual agent platform to deliver an exceptional online customer service experience.
"The success of a credit union today largely depends on its ability to extend that same great, traditional customer service experience to online environments like Web, mobile and social media," said Paul Paruch, vice president of Business Solutions at Atlantic Central.
The IntelliResponse virtual agent platform offers management and customer intelligence, and helps credit unions to easily engage in online self-service automated conversations with members.
Initially, members of two of Atlantic Canada's largest credit unions -- East Coast Credit Union and Credit Union Atlantic -- will benefit from this online self-service initiative. Consumers can now ask general banking questions at any time of the day and be assured of instant, accurate answers.
"Online self-service is far more cost-effective when compared to live assistance channels, but the economies of scale provided through Atlantic Central and the network of credit unions simply could not have been achieved on our own," said Ken Shea, president and CEO of East Coast Credit Union.
For credit unions, this innovative online self-service is a gold mine of information. Not only can they deliver a superior online customer experience but they can collect authentic real-time voice of the customer insight, and drive new revenue opportunities. Using these insights, they can build customer profiles over a period of time.
While Atlantic Central's move will help transform corporate websites, mobile applications, social media channels and agent desktops into world class self-service platforms, it will also ensure consistent self-service across all credit unions.
Atlantic Central joins a growing number of banks, credit unions and insurance providers that have turned to the IntelliResponse Virtual Agent solution. It has plans to make a general online self-service tool, capable of being personalized, available to all credit unions in the near future.
Edited by Rory J. Thompson