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"People Helping People" Resonates in Age of Self-Service

Self-service best practices suggest a full-service employee often should be part of the experience.

By CO-OP Financial Services | Updated on February 09, 2016

For the average consumer today, self-service technologies best deliver on their promise of convenience when a little personal attention is woven into the experience. And this is as true in your credit union branches as it is at the airport, the shopping mall or any other public venue.

In fact, while self-service ATMs and kiosks are moving your members and guests through the branch more efficiently than ever, make no mistake – this seamless digital experience is sometimes only possible with the help of a full-service employee.

“Consumers today want to be able to decide how, when and where they do business,” Nathan Rogers, senior manager of product marketing for CO-OP Financial Services said. “If they can go to a branch and quickly handle the transaction themselves, often they will do that. However, if they want to talk to a teller, they expect one to be there and to be available.”

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