We reveal the top three operational inefficiencies the Coronavirus outbreak and subsequent repercussions have exposed, and how to turn them into opportunities
3. What we do
Helping banks and credit unions deliver better support
by automating support creation, management and delivery
to reduce costs and deliver the ideal customer experience.
4. SilverCloud: Deliver Better Support
✓ Help banks and credit unions deliver better support
✓ Automate the creation, management and delivery of knowledge
24/7 Automated
Customer Support
Web-Based Procedure
Management
5. 1+ Months in the “New Normal”
Working from Home
Home Schooling
Social Distancing
Stay Home
12. "All marketing efforts have
been shifted to communicating
with customers and the
community, with clarification
of bank and the measures the
bank is instituting to address
the challenges posed by the
coronavirus experience."
"Customer service is a
priority at this point.
Providing financial guidance
to assist them through the
crisis."
Source: Rivel CXlign – Banking Rapid Action Report,
April 2020
Supporting Customers: Communications
13. ✓ Limiting in-person services
✓ ATM only
✓ Drive-Thru
✓ Appointment Only
Supporting Customers: Health & Safety
14. “[The most important
metrics we are tracking are]
Health orders/guidance to
protect staff and customers
– CDC, executive orders."
"Staff safety is number one,
with nothing close.
Customer service is number
two. There is no number
three."
Source: Rivel CXlign – Banking Rapid Action Report,
April 2020
Supporting Customers: Health & Safety
16. "We are focused on encouraging
customers to utilize more online and
mobile channels, as well as our full-
service Interactive Teller Machine/Live
Teller locations. It’s less about the cross
sell and more about driving the customer
to automated/self-service options."
Source: Rivel CXlign – Banking Rapid Action Report,
April 2020
Supporting Customers: Transition to Digital
17. Push to Digital = Questions…LOTS of questions
How do I…
… initiate fund transfers?
…reset my password?…setup Online Banking?
…Deposit Checks Online?
18. Trends in Customer Searches
Top 10 Customer Queries by Week
silvercloudinc.com/blog/digital-support-trends
20. …As is the consequential
impact on employees &
internal operations.
✓ LOTS of change
✓ Rapid change
✓ Constantly evolving situation
✓ Compounding consequences
✓ New rules & regulations
How do you keep up?
21. Impacts on productivity, staffing, operations
"Productivity is down. Our culture is
not a work-from-home type of
business, so there are many individuals
not equipped to perform in this
manner."
"Like everyone,
disrupted routines are
leading to more mental
lapses and errors with
mundane tasks.”
Source: Rivel CXlign – Banking Rapid Action Report,
April 2020
22. Compressing Years of Change into Months
✓ Digital Banking
✓ Distributed Call Centers
✓ Digital Lending
✓ Remote Employees
24. Distribute updated info quickly & consistently
Centralize policies & procedures to enable staff to assist cross-functionally
Empower employees to access info instantly & self-serve
#1
#2
The Power of Knowledge
#3
28. …And it continues to change daily.
Mortgage
Payments
Loan
Applications
Government
Assistance
Waiving Fees
29. The amount of information on new SBA
funding alone is overwhelming…
30. …and implementation has been challenging
for many FIs.
"Like many other financial institutions,
we're working on developing processes
and procedures for a program that was
announced without any feedback from
banks and credit unions."
“We have been inundated with
inquiries. The lack of certainty and
ongoing changes to guidance have
been extremely challenging.”
“It’s been unbelievably busy, and
procedures keep changing due to
new guidance from SBA. We have
taken staff from other areas to assist
and work weekends and into the
evening to stay on top of the
demand."
Source: Rivel CXlign – Banking Rapid Action Report,
April 2020
35. Key Opportunity #1: Visibility
Surface themes & patterns within
and across knowledge
Make informed decisions on how to manage,
update and improve content
40. Roles are shifting on the fly
"It is particularly difficult for the teller
position, but we have personnel
answering phone calls, assisting with
lenders, training online and reassigning
individuals to be responsive to customer
inquiries and concerns."
Source: Rivel CXlign – Banking Rapid Action Report,
April 2020
41. Asking a lot of
employees,
with little to no
training…
How do you
support the
transition?
50. 2
“I spend 40% of my day
answering employee
questions because they
can’t find answers.”
“Our procedures are
really long and difficult
to follow, so our
employees make stuff
up.”
What it sounds like:
56. Knowledge Insight #3: Usability
Make information easy to find,
follow and use.
Remove knowledge from PDFs and DOCs and
break into individual steps.
57. What you can do now: Optimize Titles
Titles between 4 & 7 words get the
greatest average number of views.
Title Example:
New Account
vs.
New Personal Account Opening Procedure
New Business Account Offerings
58. What you can do now: Optimize Keywords
A single keyword doubles the number
of view
Keywords:
close account, account closing, account
closure, close deposit
59. Leverage the analytics you have
Centralize the way knowledge is created, managed, and delivered
Make knowledge easy to find and follow
#1
#2
3 Opportunities for Banking Operations
#3
60.
61. DIY Resources from SilverCloud
Download Support Resources at
SilverCloudinc.com