Not all credit union customer service strategies are created equal. Customer service solutions that incorporate some form of nonverbal messaging are better-off than those without.
Different theories are floating around among the mobile banking community about what drives great messaging adoption choices. But when it comes down to it, studies are increasingly showing that credit union messaging adoption is overarchingly based upon customer demand.
What the Customer Wants
Consumers, it seems, want nonverbal options for completing banking tasks of all sorts. And while many credit unions have started to utilize platforms that allow customers to complete simple banking tasks like checking account balance and making deposits, the success of these simple tasks has driven them to create more mobile options for their customers. Studies done by companies like Quip of Bozeman, Montana and customer data mined from Shastic’s Elle platform show that mobile access has driven nonverbal approaches for completing loan applications, as well as the many steps that coincide with the loan application process.
Anticipating Customer Needs
Additionally, consumer need is also driving the way that credit unions handle delinquency. Data has shown that customers who have text-based reminders about when payments are due are more likely to pay on time — which saves both customers and credit unions time and money.
Texting is one of the ways you can politely ask your customers how they are doing on repayment of a loan.
In short, driving credit union text messaging adoption is dependent upon consumer need. If there is a need for improvement that is not being addressed by in-branch meetings or phone calls, it almost always can be resolved with text messaging. To read more about what works for driving text messaging among credit unions, click here.
For more information on Elle, Shastic’s solution to text messaging for credit unions and banks, visit our site.