What are Conversation Guides for Credit Unions
Conversation guides for credit unions are dynamic, AI-driven dialogues that enable member specialists to uncover member needs and accurately match them with the right product or service provided by that institution.
With intelligent guided conversations, credit unions can educate members and prospects as to why a service or solution is right for their needs based on the engaging conversation, whether in self-serve mode, face-to-face or video chat. This removes the friction in the customer journey and decreases the cost of acquisition, increases throughput, and generates follow-up opportunities. This enhanced technology gave Royal Credit Union the chance to ask members a few quick questions, then in real-time, provide them with other product options that might be a better fit.
“These are products and services they wouldn’t have seen without this added functionality.”
–Pam Haller with Royal Credit Union
Member specialists in the branches use Ignite’s member-facing, dynamic conversation guides on PCs or tablets to discover the needs and circumstances of members and prospects and guide them to highly accurate recommendations. The results are astounding, with an average increase in member product adoption by over 150% on average, a 40% increase in member satisfaction and increased member loyalty.
Member also benefit greatly from conversation guides with their financial institution. By using Ignite’s dynamic conversation guides, members feel much more confident about moving forward and opening an account online. By effectively guiding members to wise choices through digital channels, credit unions are able to turn digital channels into a much more productive vehicle to increase sales and improve member loyalty.
Credit Union Results
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Increase in digital channel effectiveness
%
Increase in member loyalty
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Increase in member needs discovery
Learn more about
Conversation Guides: Online and In-branch
The focus of the guided dialogue is to discover member needs and perfectly match those needs to the credit union’s products and services. Ignite helps ensure a consistent, compliant and relevant engagement with all members and prospects.
