Serving one in six residents of the state of Michigan and nearly half a million members across the United States, Lake Michigan Credit Union (LMCU) is one of the largest credit unions in the country. Keeping their members’ best interests in mind, they always strive to provide friendly, knowledgeable services, as well as the very latest in online and mobile banking technologies. Here’s how Lake Michigan Credit Union uses Comm100 Live Chat to serve their members and provide instant, real-time support, and service.

As a credit union, LMCU’s goal isn’t to generate profits for shareholders – it’s to improve the lives of their members. With more than six billion dollars in assets under management, LMCU wanted to deepen their commitment to members by giving them as many channels to reach them as possible. Ranked number one in the nation for asset growth and Return of Member, LMCU had been eyeing the adoption of live chat to see if it was catching on, taking a more conservative approach to change management to mitigate risk and inconvenience for their members.

The challenge was to find a solution that could effortlessly adapt to all of their systems, including their mobile app. LMCU wanted a solution that would be easy for both members and agents to use.

LMCU’s decision-making process is guided by one unalterable consideration: what’s best and right for their members. Comm100’s robust integration capabilities, ease of use, and mobile offerings were all competitive differentiators that tipped the scales for LMCU. During the solution vetting process, they found that Comm100 stood out for its value and ability to help the institution achieve its service goals.

Since implementing Comm100 Live Chat in June 2015, LMCU has seen a steady increase in chat volume. Comm100’s solution integrated smoothly with LMCU’s existing channels, which includes voice, email, and online banking. By adding Comm100 Live Chat to their omnichannel service strategy, LMCU is now able to connect with its members more easily while maintaining its high standard of quality service.

Thanks to Comm100’s robust security standards, members are able to retrieve account information safely through live chat. Comm100’s MaximumOn technology meant that members enjoy guaranteed uptime, keeping LMCU’s live chat accessible and reliable. Members love the convenience of chatting in the mobile app, getting answers on the go with less effort.

LMCU’s development team needed a highly configurable live chat solution that was easy to deploy in their unique environment. Comm100’s solution hit the mark and was a fast success.

LMCU management uses Comm100’s reporting features to monitor chat quality, agent performance, and visitor satisfaction. With real-time live chat data available on the dashboard, management can see metrics including wait time and chat queue. By reviewing historical data, management could compare performance over different periods of time, and identify key visitor pain points. They could then adjust the live chat team size and schedule to better match demand.

Comm100’s agent-friendly desktop and mobile interfaces made it easy to train agents, and staff from multiple departments attested to the system’s straightforward nature. LMCU agents particularly enjoyed the group and private canned messages built into the system.

Overall, LMCU recommends Comm100 for its ease of use – both for its staff and its members.