Using Automation to Increase Member Satisfaction

The omnichannel experience. (Source: Shutterstock)

A 2022 global Salesforce survey found that 35% of patrons switched banking providers in search of an easier-to-use platform and onboarding procedures. This increasing desire for convenience coincides with the rise in digital banking services; unsurprisingly, millennials and Gen Z consumers are the impetus for the transition, as they have grown accustomed to the personalization offered by other industries. With increased pressure from digital-first customers, credit unions must provide a more personalized and intuitive experience for continued growth.

For example, some financial services (finserv) businesses have turned to automation to update customer experience transactions but struggle with legacy technology and a lack of efficiency. Communication APIs may be the answer to overcoming such challenges. These omnichannel solutions can improve response time on technical issues and other transactions, appointments and payment discrepancies, boosting loyalty among new and existing credit union members.