BEDMINSTER, N.J. – Affinity FCU is utilizing online chat tools to help support members. The $900 million credit union recently introduced Live Person's Live Chat text-based online chat tool. This is the same tool a number of CUs throughout the country are using. Members simply click a button to type a message to a member service rep. The rep can push screens to the member to assist in better answering their questions. To speed response time, member support personnel have the ability to create "canned" responses for frequently asked questions. Like call center queues, Live Chat provides a number of measurement functions, such as average answer speed.
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