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Credit Unions Turn to Knowledge Bases to Save Time, Money on Member Inquiries

Whether they are coming in via e-mail or telephone, members have lots of questions. Providing fast and accurate answers is critical for member satisfaction, but finding the time and the staff to do that can be a challenge.

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PORTSMOUTH, N.H. — Whether they are coming in via e-mail or telephone, members have lots of questions. Providing fast and accurate answers is critical for member satisfaction, but finding the time and the staff to do that can be a challenge.

One solution is to try and reduce the volume of questions that require staff assistance. Some credit unions have turned to technology for help and are offering searchable knowledge systems on their Web sites for members to find answers on their own.

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