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.
Kennedy Space Center Federal Credit Union in Merritt Island, Fla. first instituted its knowledge base nearly two years ago when it was setting up its bill pay process. It found that a lot of members weren't familiar with bill pay and set up a knowledge base to address those questions. The FCU is using a system from SilverCloud Software based in New Hampshire.
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