CorePlus Credit Union, based out of Norwich, Connecticut, took a big step in growing its digital presence by incorporating Shastic’s member engagement software into their pre-existing web pages and mobile apps.

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There’s no denying that technology has changed the way that people communicate, for better or worse.

Continue reading “How Messaging Has Transformed Customer Service”

Most credit unions currently have a process in place to verify each member through the call center. The verification of the member’s identity allows the credit union to perform specific tasks over the phone, such as balance inquiries, transferring funds and making loan payments.

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Shep Hyken of Forbes points out several ‘frightening statistics’ in the world of customer service — something that all leading businesses must master at one point or another. In his piece, Hyken’s focuses less on the impact of customer retention and more on the monetary impact of poor customer service.

Continue reading “Why Poor Customer Service Costs Billions and How to Fix it”