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How to Provide Digital Support as Banking

Customers Shift to Digital

March 31st Webinar Recap

Today’s Speakers

DJ HaskinsVP Marketing

Al RosenbaumEVP Customer Success

COVID-19’s Impact on Banking

COVID-19’s Impact on Banking

COVID-19’s Impact on Banking

COVID-19’s Impact on Banking

COVID-19’s Impact on Banking

COVID-19’s Impact on Banking

COVID-19’s Impact on Banking

Questions… lots of questions

How do I…

Transfers + Payments

Reset PasswordSetup Online Banking

Deposit Checks Online

Understanding Customers’ Intent

Trends that we’re seeingTop 10 Questions Asked

03/02/20 – 03/08/20

Mobile Banking vs Website Common banking questions

Trends that we’re seeing

Mobile Banking vs Website Online banking Common banking questions

Top 10 Questions Asked 03/09/20 – 03/15/20

Trends that we’re seeing

Mobile Banking vs Website Lot of product questions: Rates, Refinance, Loans Skip a payment

Top 10 Questions Asked 03/16/20 – 03/22/20

Trends that we’re seeing

Top 10 Questions Asked

Support Usage Statistics

Website support usage: increasing 5% to 8% a day

Mobile support usage: has remained consistent

Chatbot usage: increased 50% in March

Digital self-service is in high demand

It’s not just coronavirus questions, its every day banking questions

This is where market share is gained and lost, at an accelerated pace

#1

#2

Summary

#3

“For the Do It Yourselfer”

Digital Support Best Practices

Optimizing support content

Making information easy to find

Resources on SilverCloud website

#1

#2

Best Practices for Optimal Support Content

#3

Optimizing Support Content – 3As

Answer the Question

Provide Additional Information

Make your Content Actionable

Answers the question?

Provides a relevant answer

Additional information?

Includes imagery Drives product adoption

Ability to take action?

Clickable calls to action

What is your routing number?

What is your routing number?

Download Support Answer Template at SilverCloudinc.com

www.bankingbyappointment.com

Intelligent Appointment Scheduling

Convert customer interest at the precise point of need, and deliver a highly personal interaction — every time, across every channel

Making Digital Support Content Actionable: Summit Credit Union

Making the Quick Pivot to Virtual Appointments as Branches Restrict Traffic

Select Appointment Type & Complete Appointment Booking in Just a Few Clicks

Making Information Easy to Find

Prominent in the Navigation and on the Homepage

Contact Us Page (before the phone number)

Link from Mobile Banking

Prominent from the Navigation & Homepage

Contact Us Page (before the phone number)

Altamaha Bank & Trust

Link from Mobile Banking

American 1 Credit Union

Link from Mobile Banking

Credit Union 1

Link from Mobile Banking

Central One Federal Credit Union

Link from Mobile Banking

FI-Mobile

Xcel Federal Credit Union

Link from Mobile Banking

Fiserv Architect

Santa Clara County FCU

Link from Mobile Banking

Fiserv - Mobiliti

Mutual Credit Union

Link from Mobile Banking

GHS Federal Credit Union

Link from Mobile Banking

Jwaala

USC Credit Union

Link from Mobile Banking

Security Service Federal Credit Union

Link from Mobile Banking

First Credit Union

Link from Mobile Banking

DYI Resources from SilverCloud

Download Support Resources at SilverCloudinc.com

Complete Turnkey Solution – Less than 30 days

Delivering Digital Support

Relieve the pressure

As many as 70% of calls to present-day bank contact centers are avoidable and better handled by digital channels.

-Bain & Company survey of 1500 banks

The Industry Misconception

Technology alone won’t fix this

What it Takes to Deliver Digital Support

Content & People Process & Expertise Banking-Specific Technology

SilverCloud

specialize in helping banks and credit unions deliver better support

to reduce costs and improve experience

by automating the creation, management and delivery of knowledge

“I’m ecstatic about how it’s working. You are our easiest vendor to work with. We send you our stuff and you take

care of it. You make me look good.”

SilverCloud Consumer Support24/7 Automated Support

We make it easy (and it works)

Content for over a hundred questions following our 3As

Insights into what is happening in your digital channels

Easily deployed across your web, mobile & online banking

Live in 30 days

Even if you have limited time and resources

The demo Automating the creation, management, and delivery of knowledge

ChatbotInstant Support

Frontline PortalPolicies & Procedures

Knowledge creation & managementSupport managementComplianceAnalytics

Conversation Builder

Consumer Support Employee Support

Deliv

ery

Crea

tion

&

Man

agem

ent

Deflecting Live Chat

Easy to deploy across channels

Deflect Live Chats

Solving the #1 Issue with Support

Increase Revenue: More accounts, more cross sell in both digital and employee channels

Decrease Expenses: Automated support to reduce calls, emails and live chats in both your digital and employee channels

Minimize Risk: Maintain customers especially during mergers and conversions

21%Increase in mortgages

63%Decrease in technology calls

15%Reduction in overall calls

The Easiest Banking Project You’ll Ever Do

We are the only support solution built exclusively for banks and credit unions

We are by far the easiest to implement and maintain

Guaranteed ROI

"SilverCloud took everything that we gave them and just ran with it. I thought, ‘it cannot be this easy, can it?’ You could tell they’d done this

before for other FIs and it showed."

Easy to Buy, Implement and Support

Consumer SupportLive in 30 days

1. SilverCloud builds your support and product content and guides

2. SilverCloud builds your mobile and web widgets3. Continuous data-driven recommendations,

optimization and updates

Free for 90 Days!

“I was shocked by how quick implementation was. That’s a testament to how easy SilverCloud makes it for their customers. They made it super seamless for us and we didn’t have to do much. That enabled us to launch it extremely fast on the website.”

Questions?

Learn about the 90 Day Free Trial &

Download Support Resources at SilverCloudinc.com