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CU Village recently redesigned and developed the Web site for Oakland County Credit Union. Take a look by clicking on the image above!
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New Products
- Podcasts – spoken content about financial issues that affect members' spending and saving decisions
- Virtual MSRs – the online multimedia counterpart to your staff and the advice and guidance they give your members
Product Update
Bravestorm, our partner in offering our enhanced secure live chat solution, recently released V4.90 of Boldchat with free fixes and enhancements including:
- Firefox compatibility fixes
- Conversion tracking, enhanced permission controls, and report scheduler in Pro
Answering Your Members' Questions Online
How can you provide consistent answers to your members’ questions—every time, no matter when they’re asked?
To provide answers to frequently asked questions—without having to dedicate a staff person to the task—use an online knowledgebase. A dynamic knowledgebase will save staff time while quickly providing answers to your members' questions—and making sure they get the same, correct answer every time.
Our Knowledgebase Module allows information, whether technical or product-related, to be added and passed on to both members and member service representatives (MSR) quickly and easily. When a question is typed in, the Knowledgebase Module is searched by key words in the question to produce the answer.
Both your members and your MSRs can use this module—your members to find the information they need on your site, and your MSRs to provide consistent answers to your members’ questions. While a knowledgebase can assist your members and MSRs during business hours, it can also help your members when your office is closed for the night or a holiday. Members can find the information they need without having to wait until business hours to make a phone call.
Organizing Your FAQs
Making the information available to your members and MSRs is just the first step. You’ll also want to organize the information so that it’s easily accessible and, therefore, more likely to be used.
Because your knowledgebase is part of your Web site, you should create FAQ categories either that correspond to the way your Web site is organized or that correspond to your list of products and services. For example, you might use these categories for your questions:
- ATM Questions
- Checking Questions
- Credit Card Questions
- Debit Card Questions
- Home Banking Questions
- Loan Questions
- Membership Questions
- Mortgage Questions
This type of organization will help your members easily find the answers they’re looking for and will also make it easier for you to cross-reference appropriate FAQs throughout your site.
Once you’ve set up your categories, add your commonly asked questions and answers. Some sample questions include the following:
- How do I qualify for membership?
- What is my initial home banking password?
- What if my home banking login fails?
- Is there a charge for a new VISA check card?
- Is there a charge to get an ATM card?
Within your answers, you can link to specific page of your site. For instance, if the Q&A is about what types of loans you offer, you can link to your loans page. Also, you can link to PDFs of particular documents, so if the Q&A is about your credit union’s field of membership, you can link to your online membership application. Cross linking between the areas of your site will help your members save time and enhance their online experience.
Another feature that helps members is the “most popular question” feature which automatically highlights the questions your members ask most often. Members might use this section as a starting point as they look for answers. You, too, can use this section to help refine the information that your site provides. By checking which questions members ask the most, you might discover that you need to add more detail about a particular topic within the text of your Web site.
A knowledgebase offers more versatility than a simple FAQ page on your site. Instead, when used in conjunction with your entire Web site, a comprehensive knowledgebase can be an integral part of your member service plan.
Did You Know?
CU Village.com has a knowledgebase for our clients on the support area of our site.
For more information about using a knowledgebase to provide consistent answers to your members’ questions, contact your CU Village business consultant.
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Save Time and Provide Consistent Information with Chat Canned Messages
Using a secure chat program helps your member service representatives (MSR) assist your members in real time during business hours. But how can your MSRs avoid typing the answers to the same questions time and again?
It’s simple; use the “chat canned messages” feature in Boldchat. “Chat canned messages” are scripted answers that you prepare and save in anticipation of certain questions. For example, members or visitors to your site might regularly ask about your auto loan rates. You can prepare a canned reply that includes a link to your site’s auto loan rate page. When visitors ask about your rates, simply click on the canned message and send it. It’s simple and efficient—and, best of all, your MSRs provide consistent information in every response.
In your canned messages you can also include variables for information such as the operator’s name or the visitor’s name. This time-saving feature helps your MSRs personalize their messages without extra keystrokes.
To save even more time, before you create your canned messages in the system, organize them by creating folders and subfolders. For example, you might create these folders:
- Greetings and Closings
- Loans (with an auto loan sub-folder)
- Membership
- Credit and Debit Cards
- ATM
Then you can create the message in the appropriate folder. The types of canned chat messages that you might want to prepare include the following:
- Welcome! How may I help you?
- We offer several types of loans, including auto, home improvement, and boat loans. Click here to learn more about our loans. (You can easily create a hyperlink within the message using the interface.)
- I need to research this topic. May I either call or e-mail you once I have an answer?
Using the “chat canned messages” feature will help save time—and provide consistent information to all of your members.
New Functionality Added to Content Management System
Users of our Web Site Content Management System (CMS) appreciate the control it gives them over updating their sites. Now you can do even more! We’ve recently added functionality to these features:
- Banner Ad Module – Banner ads that do not have a link or URL will no longer be clickable. (Previously, users would be return to the current page if they clicked on a banner ad that had neither a link nor a URL.)
- Public Security Module – Users of the public security module now have the ability to edit the pages and forms associated with the public security application. You can edit text above or below the form, and customize the messages that come up, as well as the e-mail that gets sent to the users.
- Rates Management System – We are happy to introduce Product Type Field Labels. These allow you to rename a header for a field on a product-by-product basis. For example, you can now call the "Name" field "Product Name" in one category, and something different in another. To modify the name for a specific product type, go to "Manage Rates", and click the rate category you want to edit. The field names in the table are now clickable and can be modified from this screen. To change a name back to its default name, simply erase the text in the field and it will switch back to the default field name.
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July 2007
