The right moment for live chat
With around 150,000 members and $2.3 billion in assets, Corning Credit Union (CCU) is an independent non-profit financial organization operating in the Corning-Elmira region of New York, with branches expanding across Pennsylvania and the Carolinas.
CCU observed how its members increasingly wanted to fit their financial affairs around their busy digital lifestyles. This demand for greater convenience and speed was being fulfilled through mobile and online banking options, supported by a secure messaging service.
“Our legacy messaging platform was asynchronous, but members were treating it just like a two-way conversation,” said Chad Hassler, Supervisor, Digital Services and Support at CCU. “Although our internal teams had only handled calls and emails, it felt like the right time to consider a live chat solution.”
Better communication with fewer staff
Mindful that not all digital initiatives result in positive experiences, CCU set a clear mission. “Our view was if we’re going to end up with bad chat then we won’t do chat at all,” added Hassler.
CCU began its search by assessing out-of-the-box solutions. But when Genesys showed how live chat and a bot could be integrated, it realized there could be a better way.
“It spun up a whole different discovery process — reducing the need for large, dedicated teams dealing interminably with the same questions,” said Hassler. “We didn’t know Genesys could be that powerful.”