Comm100 helps Affinity CU
improve both agent efficiency
and customer experience

We thought we should really have the ability to chat with our customers through our website. Our younger generation - how they communicate is through text - to them that’s talking! This is a way to communicate with our members, and the more ways we give them to communicate with us the better we feel we are at keeping a solid relationship.

Comm100 is the first solution that we’ve used and the program itself is quite user friendly. There are no real challenges with the software itself.

The reporting is essential. We can see exactly how often our website is accessed and how many chats we received, through the reporting options.

The conversation history is so detailed that we can determine what has been said by the member and the staff, if the information is correct, if grammar and punctuation are accurate, how long it took for either party to respond during the chat, which is a great tool for personal development of the staff and knowing that our members are receiving a high standard of service.

We felt we need to become more proactive. Somebody goes to our website, and we proactively ask them if we can help them reaching out to the membership versus waiting for them; being more proactive than reactive and offering to help right when they land on our web page.

We adjusted [canned messages] based on the types of questions we were getting or just the idea of the verification process to make it smoother and quicker for the staff to respond.

[Mobile app chat] really is about convenience to members and having as many touchpoints as possible to communicate.

If it’s very busy on the phone line, they can still grab that live chat and work with that member as well so they are able to handle a couple of members at a time. [Live chat] gives us the ability to do that.

The members are using chat in a variety of ways. They are using it for everything as they would if they had called in, reset their online banking, inquire about their account, or find out when their loan payment is due. They are using it just as if they were picking up the phone and dialing to talk to us. It all makes a difference […] they can ask a question and get an answer right away.