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In this newsletter:
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CU Village recently redesigned and redeveloped the BCS Credit Union Web site using our Content Management System. Take a look by clicking on the image above!
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CU Village.com Partners with Constant Contact
CU Village.com is pleased to announce that we have joined Constant Contact’s Business Partner Program in order to provide you with easy-to-use email marketing and online survey products. These products, Speak Up!SM Email Marketing and Listen Up!SM Survey, can help you build strong, lasting member relationships. Constant Contact®, Inc. is a leading provider of email marketing and online survey tools for small organizations.
Let Us Help You
CU Village recently implemented a new ticketing system to help us serve you. While we never mind an e-mail from one of our clients to us individually, the ticketing system helps us better manage your requests.
Benefits for You
We developed this ticketing system with you, our clients, in mind. By using the system, you will:
- See Improved Efficiency of Service - The ticketing system allows us to manage your requests as a team. This is good for you because if one staff member is out of the office, then another staff member can see your request and handle it. If you email an individual and that person is out sick, then you either need to wait or send another request. With the ticketing system, you only need to send your request once.
Also, all information associated with a particular request will be connected to that request, so we can maintain thorough records of what was requested, what was completed, and when it was completed.
- Have to Learn Just One E-mail Address - You won’t need to worry about storing multiple CU Village email addresses. You just need to know one: support@cu-village.com
How to Use the System—and What to Expect
Here’s a step-by-step look at what happens when you request assistance through our new support system:
1.You send a request. If you have a concern or need help with your Web site or any CU Village product, send an e-mail support@cu-village.com.
2. A ticket is created. Your e-mail message to support@cu-village.com creates a ticket in our system.
3. The ticket is assigned to a support representative. One of the CU Village staff members will be assigned to handle your request.
4. The support representative replies through the ticketing system and you receive the message.
a. Rather than receiving an e-mail message from an individual’s e-mail account (abc@cu-village.com, for example), you will receive an e-mail message from CU Village.com Support. The “from” field in your e-mail will contain: CU Village.com Support [cuvsupport@cu-village.com].
b. To make sure that the messages coming from our support system are not getting caught in spam filters, please be sure to “whitelist” the e-mail address and the domain (@cu-village.com).
c. The subject line of the message from our support system will contain the words “Request ID,” a few pound signs, and a few numbers. The subject line will be similar to this: [Request ID :##5781##] : Test Support Request
5. You reply as needed. You can reply to the email that you receive from support just as you’d reply to an email from an individual staff member.
6. You receive confirmation that your ticket was updated. When you reply, you’ll receive a message that your ticket was amended with your reply. This lets you know that our ticketing system is working properly.
7. We resolve the issue and close the ticket.
a. Once we resolve the issue, we will send a reply to you via the ticketing system to inform you that the work has been completed.
b. You can reply to a closed request. This will reopen the ticket and the support representative who was assigned to your request will receive an e-mail informing them that further work must be done.
Let us know what you think
If you have any questions or concerns, please let us know. Also, if you have any comments or suggestions for the support system, please pass them along. We want to make sure that you are happy with the support methods that we have implemented.
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Using Canned Messages with Secure Chat
If you’re using a secure chat program, so that members can "chat" via instant messaging with your Member Service Representatives (MSR) about your products and services, you should be using canned messages to add consistency to your responses—and save time while serving your members.
Canned messages are prepared responses that can be easily inserted into chats sent to users. Typically, canned messages are used to insert a greeting, a signature, step-by-step instructions to complete a task, or any message that is used on a recurring basis.
Text Messages
Some sample messages that you might want to use include the following:
| Name of Message |
Text |
| Hello |
Hello! How may I help you today? |
| Good-bye |
Thank you for contacting us. Please let us know if we can assist you again |
| Interest Rate |
Our interest rate is based on… |
| Additional Help |
May I help you with anything else today? |
| Research Needed |
I need to research this topic. May I either call or e-mail you once I have an answer? |
| Location |
We are located at… |
Push URLs and Text with Links
If you’re using Boldchat as your secure chat product, you can push URLs to the member with whom you’re chatting. Pushing the URL opens a specific Web page for the member, but the chat remains open. You can also include text links in your messages, so your member
With Boldchat, messages with text links and push URLs can be included in your canned messages—and they can also be composed on the fly. Consider linking to the following pages in your messages:
- Rates
- Location of CU
- Membership Requirements
- Calculators
- Products and Services
- ATM Locator
- Reorder Checks
- Investment Services
- NADA
- Loan Application
- Membership Application
- Verified by VISA
- Mortgage Application
- VISA Online
Product Enhancements: Financial Calculators Updated!
The financial calculators, which can help your members make their financial decisions quickly and easily, have been updated. As shown, the reports now include graphics to more clearly demonstrate the results of your calculations. Also, the calculators load more quickly, so your members can use them more readily.
A set of 15 advanced calculators comes with Financial Resource Center. You can also license your choice of as few as one or nearly 100 calculators. You can also license custom sets of calculators, so you can select the exact calculators you want. Many calculators even come with a list of definitions, so your members can learn even more about their financial choices!
For information about our products and services, contact your CU Village.com business consultant.
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January 2008