Introducing Video Chat!
Our new video chat feature allows you to speak face-to-face with experts from our team virtually. They can answer questions about loans, provide mobile and online banking support, and answer other questions you may have. This feature is available during our regular operating business days and hours. So give it a try, and let us know what you think!
Our Members miss in-person interactions because our branches are centerpieces of the community, with members dropping in regularly for conversation and cash. However, over 40% of respondents miss being able to walk into their credit union branch for in-person interactions.
Given the events of the past few years, it is no surprise that video communication usage has exploded. People have an innate need for personal interaction, and video chatting provides that connection. A recent survey (by Access Softech®) finds that nearly 65% of respondents use a video app or service (like FaceTime® or ZOOM) to communicate with family, friends, doctors, or others, with well over half using video chat daily, several times a week or month. Of those who use video chat, most use it to connect with family and friends, work meetings, and doctor’s consultations. Yet only 2.7% reported that the service is provided, and 30% are ready for video conversations with their credit union. Interestingly, most early adopters are between 55 and 64 years old.
20.7% of survey respondents report they would find value in their credit union offering a video chat service. Of those who would like a video chat offering, nearly 30% mention convenience/time savings as the main benefit, over 25% say it would help them solve their problems faster, 14% note that personal attention makes them feel valued, and almost 10% like innovation from their credit union. Surprisingly, respondents age 45 and older are more likely to think video chat should be offered and would improve their service and support experience with their credit union.