Banking

iTHINK Financial Credit Union leverages TimeTrade SilverCloud Customer Self-Service, Employee Knowledge Management, and Enterprise Appointment Scheduling products to provide their members an omnichannel experience.

With the sustained increase in demand for pre-scheduled appointments, credit unions can ensure employees are prepared for their upcoming member engagement right from their calendar. With appointment scheduling, credit union employees have a better understanding of each members needs.

Branch closures and social distancing measures over the course of the last year have drastically reduced the human interaction that differentiate community banks and credit unions. The unfortunate result? Many customers are being left out in the cold.

Today’s customers expect omnichannel experiences requiring branch networks to provide seamless access to information, services, and trusted experts wherever and whenever they engage. Yet as banks accelerated their digital transformation last year, many discovered gaps in their online strategy.

With TimeTrade’s Analytics, companies can understand and improve after each customer appointment. Track and report on NPS (Net Promoter Scores), marketing campaign performance and staff efficiency to achieve positive experiences for your customers and profitable outcomes for your business.

Banking By Appointment Is Here To Stay Beyond COVID, Reports ABA Banking Journal. The ability to book an appointment with the person who can resolve an issue is powerful. Whether that’s an expert in mortgage or a universal branch associate, you can address the customer’s need in real time.

Financial institutions with higher Net Promoter Score (NPS) often see larger growth rates. In today’s climate, banks and credit unions are focusing on ways to keep customer engagement high, while ensuring quality. Read how appointment scheduling boosts NPS.

The coronavirus pandemic forced banks and credit unions to pivot quickly to retool their operational strategies. Banking-by-appointment was deployed at warp speed to ensure customers had uninterrupted access to their trusted and knowledgeable experts from financial advice to account services.