How Does Bold360 Support a Better Member Experience?
Bold360 creates personalized experiences that make every member feel special. It taps into the wealth of data you already have about your members, and supports them with the optimal combination of AI and human engagement. With Bold360, credit unions are delivering modern experiences across digital channels.
Many consumers today prefer self-service. In fact, 81% of consumers will try to self-serve before calling a contact center.4 They want quick answers to questions like, “What’s my account balance?” or “How do I submit a claim?” With Bold360’s truly conversational chatbots, dynamic search bars, and other AI-powered self-service capabilities, your members can find both general and personalized info they need on their own, 24 hours a day, 7 days a week.And it pays off. Companies using self-service enjoy 71% greater annual improvement in customer satisfaction rates, retain 76% more of their clientele, and have a 6x greater annual improvement in customer lifetime value.5
Bot + Agent Harmony
Bold360 is the industry’s most tightly integrated agent and chatbot solution, which means your members enjoy a seamless experience. When an engagement moves from self-service to an agent, all context is carried over, so the member never has to repeat themselves. Representatives pick up right where the chatbot left off. And during one-on-one, high-value conversations that are best handled by humans, Bold360 works behind the scenes to help your member representatives find the answers they need fast.
Member Journey Insights
To enhance the experience, you need to know everything you can about what your members are looking for and where they’re experiencing friction. Bold360 serves up real-time insights into every interaction and highlights where there are gaps. You get immediate access to the data you need to solve short-term problems and advance your long-term strategy. Never wonder where your efforts are needed again.
1 Kantar, CX+: The Experience Advantage, 2018
2 Kantar, 2018 Cx+ Ranking: Top 10 U.S. Retail Banks
3 Cornerstone Advisors, survey results: What's Going on in Banking in 2019?
4 Harvard Business Review, How to Fix Customer Service, Dec 2016
5 Aberdeen, Self-Service: Create Happy Customers & Reduce Costs, Jan 2018