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Enhancing Member Support with SilverCloud at Evolve FCU

On July 31, 2012, Tori Burton, VP of Marketing at Evolve FCU, introduced SilverCloud, an innovative solution to tackle growing membership inquiries through phone and email. With rising tensions in response times, SilverCloud was implemented as a vital resource for employees to access up-to-date, accurate information. This streamlined process involved identifying subject matter experts, creating a comprehensive FAQ, and integrating various resources like canned messages and how-to videos for better customer engagement. The initiative aimed at improving support and maintaining continuity across communication channels.

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Enhancing Member Support with SilverCloud at Evolve FCU

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Presentation Transcript

  1. SilverCloud & evolve FCU • Presenter Tori Burton | VP Marketing evolve FCU July 31, 2012

  2. What is SilverCloud?

  3. Our Challenge • Increase in membership, Phone inquiries and eMails caused tension on volume and answer ratio. • Expansion of resources/new hires vs. SilverCloud • Needed a resource for employees and staff to reference accurate, up-to-date information.

  4. Driving Business

  5. How It Works

  6. ImplementationSimple Process. Timely Roll Out. • Determine SME’s (Subject Matter Experts) • List Categories and Create FAQ List to input. Best practices, project guidelines, staff training, HTML integration included with SilveCloud integration • 800 common customer questions included • Onsite SWAT Team for management, setup, training, and rollout. Help with Layout, Style and Roll Out Timeline. • SAAS: Fully hosted, maintained, secured and backed up

  7. UsabilityBackend Visuals • evolve FCU determines the top questions each month and features those in Newsletters, eBlasts, Website Home Page. • Adding questions are easy, and making changes take less than a few seconds.

  8. Results

  9. Other Uses • Online Chat Canned Messages • Integration of How-To Videos • Source for Offline/Engaged Representatives • FAQ for Newbies & Internal Questions

  10. LiveChat • Used to proactively grab potential member/customer’s attention. • Also used behind Home Banking • Rep will be able to engage using canned messages or SilverCloud FAQ will be engaged.

  11. Creating Continuity Integration Of SilverCloud FAQ’s With Our Canned Messages

  12. Creating Continuity Integration Of SilverCloud FAQ’s With Our Canned Messages

  13. Creating Continuity • NEXT: SilverCloud in Mobile Banking!

  14. Conclusion SilverCloud pulls all outlets and avenues together creating complete, accurate information for members and employees alike .

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