With Covid-19 making it more difficult to connect with members in-person, VantageOne Credit Union deployed live chat and video chat so their members could continue to receive the genuine, personalized service they were used to. The challenge then became raising awareness and convincing an entrenched phone-first membership to use these new channels.
Hear from Glenn Benischek, CEO of VantageOne as he shares how VantageOne tackled the problem of user adoption and why he sees digital customer service as the centerpiece of member engagement going forward:
You will learn:
- How to drive your customers to adopt digital channels
- How friction-free video chat can be used to deliver branch-quality service in the digital world
- How to strategically deploy chatbots to manage increasing volume.