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How to Provide Digital Support as Banking
Customers Shift to Digital
March 31st Webinar Recap
Today’s Speakers
DJ HaskinsVP Marketing
Al RosenbaumEVP Customer Success
COVID-19’s Impact on Banking
COVID-19’s Impact on Banking
COVID-19’s Impact on Banking
COVID-19’s Impact on Banking
COVID-19’s Impact on Banking
COVID-19’s Impact on Banking
COVID-19’s Impact on Banking
Questions… lots of questions
How do I…
Transfers + Payments
Reset PasswordSetup Online Banking
Deposit Checks Online
Understanding Customers’ Intent
Trends that we’re seeingTop 10 Questions Asked
03/02/20 – 03/08/20
Mobile Banking vs Website Common banking questions
Trends that we’re seeing
Mobile Banking vs Website Online banking Common banking questions
Top 10 Questions Asked 03/09/20 – 03/15/20
Trends that we’re seeing
Mobile Banking vs Website Lot of product questions: Rates, Refinance, Loans Skip a payment
Top 10 Questions Asked 03/16/20 – 03/22/20
Trends that we’re seeing
Top 10 Questions Asked
Support Usage Statistics
Website support usage: increasing 5% to 8% a day
Mobile support usage: has remained consistent
Chatbot usage: increased 50% in March
Digital self-service is in high demand
It’s not just coronavirus questions, its every day banking questions
This is where market share is gained and lost, at an accelerated pace
#1
#2
Summary
#3
“For the Do It Yourselfer”
Digital Support Best Practices
Optimizing support content
Making information easy to find
Resources on SilverCloud website
#1
#2
Best Practices for Optimal Support Content
#3
Optimizing Support Content – 3As
Answer the Question
Provide Additional Information
Make your Content Actionable
Answers the question?
Provides a relevant answer
Additional information?
Includes imagery Drives product adoption
Ability to take action?
Clickable calls to action
What is your routing number?
What is your routing number?
Download Support Answer Template at SilverCloudinc.com
www.bankingbyappointment.com
Intelligent Appointment Scheduling
Convert customer interest at the precise point of need, and deliver a highly personal interaction — every time, across every channel
Making Digital Support Content Actionable: Summit Credit Union
Making the Quick Pivot to Virtual Appointments as Branches Restrict Traffic
Select Appointment Type & Complete Appointment Booking in Just a Few Clicks
Making Information Easy to Find
Prominent in the Navigation and on the Homepage
Contact Us Page (before the phone number)
Link from Mobile Banking
Prominent from the Navigation & Homepage
Contact Us Page (before the phone number)
Altamaha Bank & Trust
Link from Mobile Banking
American 1 Credit Union
Link from Mobile Banking
Credit Union 1
Link from Mobile Banking
Central One Federal Credit Union
Link from Mobile Banking
FI-Mobile
Xcel Federal Credit Union
Link from Mobile Banking
Fiserv Architect
Santa Clara County FCU
Link from Mobile Banking
Fiserv - Mobiliti
Mutual Credit Union
Link from Mobile Banking
GHS Federal Credit Union
Link from Mobile Banking
Jwaala
USC Credit Union
Link from Mobile Banking
Security Service Federal Credit Union
Link from Mobile Banking
First Credit Union
Link from Mobile Banking
DYI Resources from SilverCloud
Download Support Resources at SilverCloudinc.com
Complete Turnkey Solution – Less than 30 days
Delivering Digital Support
Relieve the pressure
As many as 70% of calls to present-day bank contact centers are avoidable and better handled by digital channels.
-Bain & Company survey of 1500 banks
The Industry Misconception
Technology alone won’t fix this
What it Takes to Deliver Digital Support
Content & People Process & Expertise Banking-Specific Technology
SilverCloud
specialize in helping banks and credit unions deliver better support
to reduce costs and improve experience
by automating the creation, management and delivery of knowledge
“I’m ecstatic about how it’s working. You are our easiest vendor to work with. We send you our stuff and you take
care of it. You make me look good.”
SilverCloud Consumer Support24/7 Automated Support
We make it easy (and it works)
Content for over a hundred questions following our 3As
Insights into what is happening in your digital channels
Easily deployed across your web, mobile & online banking
Live in 30 days
Even if you have limited time and resources
The demo Automating the creation, management, and delivery of knowledge
ChatbotInstant Support
Frontline PortalPolicies & Procedures
Knowledge creation & managementSupport managementComplianceAnalytics
Conversation Builder
Consumer Support Employee Support
Deliv
ery
Crea
tion
&
Man
agem
ent
Deflecting Live Chat
Easy to deploy across channels
Deflect Live Chats
Solving the #1 Issue with Support
Increase Revenue: More accounts, more cross sell in both digital and employee channels
Decrease Expenses: Automated support to reduce calls, emails and live chats in both your digital and employee channels
Minimize Risk: Maintain customers especially during mergers and conversions
21%Increase in mortgages
63%Decrease in technology calls
15%Reduction in overall calls
The Easiest Banking Project You’ll Ever Do
We are the only support solution built exclusively for banks and credit unions
We are by far the easiest to implement and maintain
Guaranteed ROI
"SilverCloud took everything that we gave them and just ran with it. I thought, ‘it cannot be this easy, can it?’ You could tell they’d done this
before for other FIs and it showed."
Easy to Buy, Implement and Support
Consumer SupportLive in 30 days
1. SilverCloud builds your support and product content and guides
2. SilverCloud builds your mobile and web widgets3. Continuous data-driven recommendations,
optimization and updates
Free for 90 Days!
“I was shocked by how quick implementation was. That’s a testament to how easy SilverCloud makes it for their customers. They made it super seamless for us and we didn’t have to do much. That enabled us to launch it extremely fast on the website.”
Questions?
Learn about the 90 Day Free Trial &
Download Support Resources at SilverCloudinc.com
