By now it’s clear digital banking will play a major role in the future of credit unions, and digital member services are a big part of the digital infrastructure credit unions must build in order to compete and satisfy their members. Members now want digital member services (DMS) that are efficient, seamless, personalized and modern. Staying up to date on the changes in technology and the strides being made in digital member services is the first step towards enhancing the capabilities of your credit union and achieving overall member satisfaction.
The days of slow, frustrating IVR and traditional phone-based member assistance are over. Technology is changing at a rapid pace and members expect a higher quality of digital member assistance. After all, people have become accustomed to communicating with their friends and family through various digital avenues such as text, video, email and social media. So, it’s no surprise that they want the same variety and user-friendly experience from their credit union when being assisted.
Listed below are some of the new member expectations for digital member services:
There’s no doubt that digital member services will play a pivotal role in the future of credit unions. Choosing the right credit union core system is the best way to integrate multiple digital banking features into one cohesive, user-friendly experience for members.
In an ever-increasing digital landscape member preferences have evolved. Conventional telephone and web services are no longer enough to satisfy member demands. Co-browsing provides valuable visual "observation" and allows credit unions to “show” members not just “tell". FLEX has partnered with Glia to break down the walls of traditional member support by combining all support communication means into one unified digital member service experience.