Not only do traditional brick and mortar credit unions and banks continue to emerge, but now credit unions are faced with the growing trend of direct (or digital) banks and nontraditional providers (non-banks). To succeed in this growing space, great customer service is imperative.

Here are three (3) trends your credit union should consider to elevate your customer service:

Continuously Evolving Technology

Due to the pandemic, consumers have gotten very use to interacting with companies digitally. And now, not only do they expect their financial institution to offer a digital medium, they want that digital option to be state-of-the-art and one that is quick and easy to use. Credit unions should assess their mobile app and online portals for ease of use and functionality – can your members accomplish any transaction digitally as they could in-person?

Real-time Support

Call-in support alone is no longer an adequate method for delivering a total customer service experience. Many customers prefer 24/7 self-service options to attempt to answer any questions they have, like online portals and mobile apps, which allow them to manage the experience on their own terms. In addition, credit unions should consider offering live chat support in order to provide the immediate assistance most customers expect.

Personalized Experiences

The current economic uncertainty has become a source of stress for most consumers. Offering proactive, personalized financial advice or offers to your members, whether it is through text, mobile notifications, or webinars, is one way your credit union can build a stronger bond with your members and outshine the competition.
Great customer service and staying ahead of banking trends, including digital services, will keep your customers loyal and allow you to grow your business. By earning a reputation that demonstrates a quality product, exceptional service, digital banking options, ethical behavior, personalized experiences, and open and transparent communication, your reward will be more than their business.  It will be their loyalty and advocacy, providing the valuable peer-to-peer referrals that can help drive your long-lasting business success.

Read about five (5) additional steps you can take today to improve your customer service efforts and drive your credit union to new levels of success by downloading our free E-Book: Great Customer Service Doesn’t Happen by Accident.