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How Messaging Creates Seamless Credit Union Member Engagement

Posted on Mark Kowal

Prior to the pandemic, online and mobile banking already represented the primary banking channels for two third of Americans. As the pandemic forced branches to close, credit unions and consumers readily embraced more online banking options including chatbots to provide members with 24/7 automated service. 

Whether it is to help manage account transactions or process loan applications, everything has had to move online. In this post, we’ll show you how credit unions have quickly deployed technology to manage unexpected changes and better connect with members.

Follow The Technology Your Members Are Using

Every company out there has had to take a closer look at how they connect with their customers. Credit Unions have not been an exception. 

Buddy Bennett, COO at Cyprus Credit Union spoke about it during Quiq’s webinar entitled,  “Digital Member Connections That Are Seamless and Compliant”. Buddy recalls how his organization, which manages 1.3 billion in assets, examined how to better connect with their members as part of their strategic planning sessions for a number of years.

The 30 person contact center at Cyprus used to service its 119,000 members primarily through emails and phone calls. The organization wanted to make it easier for members to connect and get the help they need. 

The vision motivated Cyprus to look at text messaging and chat so they can meet members in the channels of communication in which they live. Consumer’s growing reliance on their cell phones and texting made messaging the more appealing option. As Buddy puts it “Really, we felt like to get to members and to be able to communicate with them, text was going to be the way to go.”

“Really, we felt like to get to members and to be able to communicate with them, text was going to be the way to go.”

The accounting group at Cyprus was one of the first groups to use messaging within the credit union. The department uses messaging to notify business members when checks over a certain amount have cleared. From there, the lending department started successfully using Quiq to reach out to members to follow up on loan applications and soon the collections department will use Quiq to notify members when payments are past due.

The credit union has since rolled out messaging to their contact center to manage inbound inquiries from members. Members and employees have welcomed the new channel with enthusiasm and Buddy says they’ve been surprised at the volume they’re seeing in the messaging channels.

Delivering a seamless and convenient customer experience was vital to the future success of credit unions before the onset of the pandemic. Now, there’s more of a spotlight on the vital importance of enabling members to conduct business at a time and place that is most convenient to the member. Messaging is the channel your members prefer that allows self-service to happen on their terms.

Seamless Member Engagements Starts with Simplifying The Experience For Agents

Black Hills Federal Credit Union manages 15 locations throughout South Dakota along with 1.5 billion in assets and 70,000 members. Even before the pandemic, the organization started to see challenges in their contact center which motivated the team to look at messaging.

John Buxton, SVP and CIO at Black Hills recalls how his organization started to see high abandonment rates and long wait times. As he recalls, “it just didn’t feel like we were maybe providing the service that we wanted to.”

Black Hills also wanted something that simplified the messaging channels for agents instead of a bunch of different systems that agents would have to navigate. When Black Hills went live with Quiq, agents were up and running after only 1 hour of training.

As far as agent adoption, John says, “It was very easy to get them involved because they have requests all the time from members – that’s how members want to communicate. And so they were excited to be able to use something that members want. It was literally just go through a power training and then start doing some testing between each other, texting back and forth….it was very quick for our agents to become familiar with it.” 

It didn’t take long for members to notice the change either. John recalls how surprised the team was when the credit union went live with messaging in their mortgage department. “As soon as we text enabled those phone numbers, and we hadn’t even trained our staff internally or announced it, we were receiving messages. Members were just instinctively thinking that they can text the credit union. They were texting the mortgage phone numbers that were on the website before we even trained our staff internally.” 

Black Hills started with messaging in the contact center, mortgage department, card services and are now moving it into their branches. The credit union has also integrated messaging into their IVR. If a member has been on hold for a certain amount of time, they are presented the option to have the conversation via text. 

The conversation is handed off to the messaging channel where it’s easy for the agent to respond. All conversations are handled in one intuitive workspace where agents can use features such as canned responses (also known as snippets), routing, transferring, and response timers to manage conversations. 

Gain Operational Efficiency Throughout Your Credit Union

If making it easier for your customers to do business with you and simplifying workflows so agents can deliver better members experiences isn’t enough, consider this. Messaging enables your credit union to gain operational efficiency and boost productivity, which is a win for everyone. 

For example, IH Mississippi Credit Union uses text messaging in multiple departments including the financial solutions department, the contact center, and within their retail team. The organization rolled out messaging in the financial solutions department first, using Quiq to send out messages to members who were delinquent or on the path to payment delinquency. 

Credit Union member texting representativeNormally, IH Mississippi would use email and phone calls to contact these members. This process was time-consuming and usually didn’t yield a high response rate. The team now uses messaging which has reduced processing time and boosted response rates.

The financial solution team pulls a report of members who are delinquent on payments or nearing delinquency. A CSV file is uploaded and text messages are sent to those members automatically. What used to be a time-consuming process now takes 5 minutes to execute.

The credit union has realized a higher response rate to these messages compared to those delivered through email or phone. Now, members can discreetly respond and let the credit union know when they will make their payment or simply say “Hey, I forgot, can you transfer the funds now?”

Messaging Will Continue To  Be Your Members Preferred Channel

Prior to the pandemic, there was already a high adoption rate of messaging among credit union members. Covid-19 pushed branches and members to adopt digital technology overnight. Your members will continue to seek safe, secure, and convenient ways to bank with you and messaging will continue to be a channel they expect to be available to them.

Quiq’s digital engagement platform is used by top brands and a list of credit unions that grows by the day. Our business messaging, web chat and bot technology helps credit unions deliver an amazing member experience. Before you develop the next phase of your self service strategy, schedule some time to meet with one of our conversation experts to discuss how messaging can go to work for your organization.

Credit Union Messaging Guidelines to Build Trust With Members

Posted on Mike Zinne

There is an undercurrent of distrust around promotional emails and robo-calls. Consumers are beyond annoyed with these invasive methods and have turned to text messaging as the preferred way to communicate with businesses. Messaging has earned consumer’s trust. For your credit union to maintain that trust and encourage engagement with your members, we’ve put together some simple credit union messaging guidelines.

The popularity of messaging has spurred a growing number of credit unions like Southern Chautauqua Federal Credit Unionand Community First Credit Union in Floridato turn to SMS/text messaging to reach their members. In this article, we’ll explore why the adoption of text messaging has increased so rapidly among credit union members and how to protect your members and the trust they’ve placed in this communication channel.

Reach Members Easier With Messaging

If it feels like it’s getting harder to get in touch with your members, you’re probably right, and you’re not alone. Phone calls from unknown numbers are ignored and emails hitting the “spam” box are growing, so even if your members have requested information, it is likely you won’t get through to them. Add to that, the sheer volume of incoming emails and phone calls, and it’s possible that your members may just miss you.

Most of the 20+ credit unions that have implemented Quiq Messaging have done so to deflect expensive calls. According to creditunions.com, a growing number of credit unions are “modernizing existing systems by introducing new mobile and text-based services…”which has resulted in the filtering of simple tasks and questions to the less expensive messaging channel. These institutions, as well as many others in retail, travel, hospitality, and others, are not only realizing a lower inbound call volume, but are experiencing higher engagement rates with their customers through messaging.

Messaging has made it easier for credit unions to engage with their members since most consumers keep their phones nearby and will check their phone an average of every 12 minutes, according to The New York Post. In addition, text messages have a 98% open rate compared to email open rates, which are often south of 20%.

While consumers and credit unions are rapidly adopting text messaging to engage on everything from expediting loans to discussing options to bring collection accounts current, there are still scammers out there that are phishing consumers.

What Is Phishing?

The scamming epidemic continues as consumers are bombarded with calls from the IRS and emails filled with promises of unclaimed assets fill their inboxes. Consumers have grown weary of overstuffed inboxes and calls from unknown numbers. Scammers know this and try to leverage consumers love affair with their phone, sending text messages to elicit personal information, known as phishing. To be clear, phishing also applies to emails, but we’ll focus on text messaging for now.

Phishing is when fraudsters attempt to impersonate a legitimate business in order to trick consumers to disclose sensitive information such as usernames, passwords, and credit card details. These details can then be used for nefarious reasons that can wreak financial havoc. According to the FTC, 1 in 5 people lost money in 2017 due to imposter scams.

While this situation seems daunting, there is hope. Credit unions that institutionalize messaging can help educate their members on phishing scams by creating messaging norms to help members recognize legitimate requests from their credit union. Here are 5 credit union messaging norms to adopt to avoid looking phishy.

4 Credit Union Messaging Guidelines To Follow

  1. Educate your customer

When it comes to scammers, the best offense is a good defense. The first line of defense should be education. As a credit union, advancing the financial education of your members is a top priority.

Make them aware of common phishing scams and what kind of messages they can expect to receive from you. Promote the numbers that your members can use to text by placing them on your website, social, and written collateral so that members can become familiar with them. Encourage members to save these numbers within their contact list so they can have them handy whenever they have a question. Whether it’s a question, as simple as hours of operations to something more complex regarding their first mortgage, your members always have your number handy as a trusted, reliable source.

  1. Systematize messaging

Text messaging is the easy, convenient way that your members are used to communicating with family and friends. The ease, acceptance, and accessibility of the messaging channel make it the prime vehicle to interact. While it might be tempting for a loan officer to use their personal cell phone to contact a member to remind them to submit required documents for their loan, that type of one-off outreach can be hard to manage and may be confusing to a member.

Quiq Messaging can help you systematize messaging. Instead of messages coming from a personal number, you can provision your existing credit union landline or create new ones, to send and receive text messages. Your members will be more trusting of a message that comes from a local number or one that they may already be familiar with and have stored in their contacts.

  1. Don’t use a shortcode

Shortcodes are the short sequence of numbers, usually 5 or 6, that many businesses use for SMS marketing. Since shortcodes are used mostly to send bulk SMS marketing messages, some consumers are annoyed as soon as they see them since so many unsolicited messages are sent via shortcode.

We recommend using a phone number. Not only will using your credit union’s phone number present a send ID the member can quickly look up to associate with the credit union, but also allows for two-way communication. If the member receives a reminder to submit documentation for their loan but has questions about what they should send, they can respond to the reminder to ask their question and even attach the documentation right in the messaging conversation.

  1. Provision specific numbers

Some Quiq clients have designated or provisioned specific phone numbers by department. This can add another level of trust to your communication. If, for example, your credit union assigns a particular number for loan processing your members can save the number in their contacts and know precisely which department is trying to reach them.

Members will also have the full history of their conversations with each department available for review.  If a scammer tries to send your member a message claiming to be from your institution from a different number or a shortcode, this should be an immediate red flag from your consumer.

Set High Standards For Your Credit Union Messaging

Texts from banks and credit cards are commonplace nowadays. A growing number of consumers have become comfortable with the messaging channel as a place they can receive instantaneous updates from a financial institution.

Quiq Messaging can help you set a high standard for your credit union messaging that scammers will find hard to replicate. If you’re new to messaging and would like to understand how you can offer this feature to your members, let’s set up some time to talk.

See a Demo Today

Creditunions.com: 7 Strategies to Support Self-Service

Posted on Mike Zinne

Loan processing velocity, abandonment reduction and expired application rescues; collection prompts including repayment and delinquency; and contact center enhancement are areas text messaging helps credit unions spur member activity and interaction.

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Driving Credit Union Messaging Adoption: What Works?

Posted on The Quiq Team

Loan processing velocity, abandonment reduction and expired application rescues; collection prompts including repayment and delinquency; and contact center enhancement are areas text messaging helps credit unions spur member activity and interaction.

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Reduce Collection Time With Messaging

Posted on Max Fortis

The Accounts Receivables Department is all about action. Staying on top of accounts and getting customers to pay you on time takes consistent outreach and persistence. Credit Unions are looking towards technology to make collections more effective.

A mobile device is always within reach and consumers are increasingly more comfortable with online banking, so it’s no surprise that credit unions are seeking ways to tap into mobile technology, namely, text messaging, as a way to engage with members. In this article, we explore how text messaging has helped credit unions reduce collection time.

Richer Experiences Everywhere

Consumers, trained by the rich mobile experiences they have outside of banking, have come to expect more from their credit union. You don’t have to look far to find the data that supports why this channel has come to the forefront:

  • Text messages have a 98% open rate
  • Text messaging has a 45% response rate (MarTech)
  • Texts are typically read within 3 minutes of being received
  • Over 6 billion text messages are sent in the U.S. each day. (Forrester)

This, coupled with generations of consumers, namely Millennials and Gen Z, who have not only accepted messaging as a primary communication channel, but have come to expect it, has driven more industries to add messaging into their customer engagement strategy. In fact, credit unions have identified messaging as one of the leading ways to attract and retain younger members.

Reduce Collection Time with Messaging

A recent article from The Credit Union Journal entitled,  “Credit Unions’ call center chatter turns to texting,” highlights the incredible results realized from adopting messaging. The article states the many advantages messaging affords credit unions, all of which stem from this channel’s ability to cut through the noise and inconvenience of other channels and engage members where they spend the most time.

One of the most surprising efficiencies has been the reduction of collection time. Before messaging, a significant amount of staff resources were dedicated to contacting members about past due payments. Calling and leaving unanswered messages or sending unopened emails had become the norm. With messaging, credit unions like Southern Chautauqua Federal Credit Union, have seen collection response rates increase from 5% when calling members, to 75% through texting.

Collection calls are placed during credit union business hours when members are usually working as well. Unlike phone calls, messaging allows members to respond to collection notifications more discreetly and when they are available. Members find it difficult to impossible to answer the phone to talk to a credit union staff member, but glancing at a text notification and responding when that member has a few seconds is entirely doable.

Credit Unions Trust Quiq

The ease and convenience of text messaging have touched everything from informing members of branch hours to notifying members of promotional rates or offers. It only makes sense that members positively respond to the ability to engage in a quick two-way conversation about their payment status.

Quiq has been fortunate to partner with innovative Credit Unions and other lending institutions to help them effectively reach their members and customers. There is a growing number of credit unions adopting messaging for a variety of reasons. We invite you to be next.

Quiq makes it easy for customers to contact a business via Messaging, the preferred channel already in use with friends and family.  With Quiq, customers can engage with companies via SMS/text messaging, Facebook Messenger, Web Chat, In-App, and Kik for help with their pre-sales and post-sales questions. In return, companies get a digital engagement platform to communicate with customers. Learn more about Quiq today at quiq.com.

Credit Union Journal (Press Release): Quiq Adds Eight Major Credit Unions, Accelerating Financial Sector Momentum

Posted on Lauren Winder

Quiq Adds Eight Major Credit Unions, Accelerating Financial Sector Momentum

Offering Messaging Attracts Millennial Customers,
Improves Customer Satisfaction, and Decreases Costs

BOZEMAN, Mont., March 06, 2018 — Quiq, a leading provider of messaging for customer service software, today announced that the company has added eight credit unions to its customer base, which signals strong momentum in the financial sector for the fast-growing firm. Combined, the eight credit union clients now give more than 720,000 members a messaging option to handle customer service issues, which improves member satisfaction, increases response rates, and lowers costs.

Quiq’s credit union clients include Alabama One Credit Union in Tuscaloosa, AL; the Educational Employees Credit Union (EECU) in Fort Worth, TX; Ent Credit Union in Colorado Springs, CO; GenFed Financial Credit Union in Akron, OH; Red Rocks Credit Union in Highlands Ranch, CO; Land of Lincoln Credit Union in Decatur, IL; Pima Federal Credit Union in Tucson, AZ, and Southern Chautauqua Federal Credit Union in Lakewood, NY. Shaa Moore, System Administrator at Southern Chautauqua Federal Credit Union, credits the addition of Quiq’s customer service messaging solution with an uptick in membership:

“We’re attracting the younger generation with a modern communication channel,” Moore observed. “Members think it’s ‘cool’ and tell their friends about it. Our member response time has gone from 10 minutes or more by phone to 1 minute via inbound text messaging. Now, our members are more likely to contact us because we’ve made it easy. We’ve also used outbound messaging to remind members of past-due payments. On one day alone, we received 32 payments. Past-due collections calls typically generate a 1 to 5 percent response. Thanks to outbound text messaging with Quiq, our collections recoveries have increased over 75 percent. This was unexpected and amazing.”

“We decided to add a messaging option because that’s how our members communicate with their friends and families, and we felt that many would want to use the same channel to talk to their credit union,” said Jason Halperin, Chief Lending Officer at Alabama One Credit Union, who is currently implementing Quiq. “Our goal is to increase digital engagement with our members across the board, while appealing to millennials, who clearly prefer to use messaging. Use of SMS is associated with higher response rates, which we hope will reduce delinquencies and aid in collections, and we’re also hoping to see an increase in loan pull-through rates and velocity.”

Quiq’s messaging solution presents messaging conversations to agents and if an agent is handling multiple conversations simultaneously, Quiq automatically prioritizes the conversations based on the pace and responsiveness of the member, so the agent can ensure timely responses and high member satisfaction.  Quiq’s Messaging also offers more sophisticated features including inbound and outbound messaging, routing, queuing, transferring, and collaboration on a single, omni-channel platform that can handle SMS/text messaging, web chat, and Facebook Messenger. This eliminates the need to log into multiple platforms to manage member conversations, which enhances agent productivity. Finally, Quiq delivers comprehensive reporting and analytics from all the messaging channels to support continuous improvement of the member experience.

“Members increasingly expect to be able to message financial institutions like they do companies in other industries,” said Mike Myer, CEO and founder of Quiq. “We’re excited to work with our credit union clients to help them improve response rates through digital engagement. With Quiq, credit unions work more efficiently on a single platform that encompasses multiple digital communication channels, while giving customers the messaging options they expect.”

To learn more, please visit quiq.com or contact the company via text at (646) 887-8398.

About Quiq

Our mission is to improve the way customers communicate with companies. Quiq makes it easy for customers to contact a business via Messaging, the preferred channel already in use with friends and family.  With Quiq, customers can now engage customer service via SMS/text messaging, Facebook Messenger, Web Chat, and Kik, for help with their pre-sales questions and post-sales support. Find out more at https://quiq.com/.

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3 Ways Messaging Can Improve Pull-through Rates

Posted on Max Fortis

Time is money. Truer words have never been spoken, especially when it comes to loan closings and improving pull-through rates, a key metric for success of any lending institution. Unfortunately, when most people think of loan applications, words like “long,” “drawn-out” and “inefficient “ are words that may readily spring to mind.

A lot of lenders are looking at technology as a way to change this perception of the process and taking a closer look at messaging. With so many people using messaging as a daily communication tool, it’s easy to see why 66% of consumers prefer texting as a way to engage with companies. Messaging is helping lenders deliver faster, more convenient service to borrowers through messaging while reaping the benefits of this preferred, more cost-effective,  method of communication.  Let’s take a look at why messaging has become so crucial within the lending industry.

Improve Pull-through Rates with Messaging

It has been a seller’s market since the housing recovery began.  A shortage of inventory has left a lot of buyers competing aggressively for homes. This inventory strapped, competitive market has lengthened the home-buying timeline to account for buyers losing bids to other, highly motivated, buyers. Still, lenders have seen around 40% of the loan applications they receive go to closing.

40% may seem like a respectable number, but examining the hard costs involved in each transaction may make you reconsider. It costs on average about $8,000 of hard costs to move people from loan application to closing and pre-approval processing can account for up to $2,000 of those hard costs. When you think of the 6 out of 10 people who never close, the amount of money that walks out the door with them quickly adds up. It’s easy to see why improving pull-through rates can substantially impact the bottom line.

Let’s look at three ways messaging can help improve pull-through rates.

1. Gain buyer loyalty

Industry research indicates that homebuyers may expect to wait two weeks for a loan pre-approval, at least 30 – 60 days just to find a home and an average of 40-50 days to close a loan after their offer is accepted. One often overlooked risk that some lenders have found of this lengthy sales cycle is that it opens the door for other lenders to lure borrowers away, putting the 40% closing rate further at risk.

Staying engaged with borrowers throughout this long, complicated process can help alleviate the need to shop around for other lending options. Assisting lenders in becoming the trusted advisors that home buyers need and want throughout the buying process can solidify the borrower’s trust in the lender and cement the relationship.

First time home buyers and millennials may need extra care, and attention and messaging is key to reaching these buyers. Millennials tend not to be as brand loyal as other generations so if they feel they’re not getting the information they want as quickly as they want it, they won’t hesitate to find another lender who’s willing to provide it.

2. Expedite the transmission of information

A lot of first time home buyers are surprised at how long the process can take and what is involved. According to the National Association of Realtors Millennials and Gen-Y (Buyers 36 and younger) make up the most significant share of home buyers, and 66% of these buyers are also first-time home buyers so their communication preferences can’t go ignored.

Delays in Income verifications, credit pulls, and other documentation can substantially delay a closing. Messaging greases the communication wheel with buyers to help move the process along. Unlike phone calls that go unanswered or emails that can get caught in spam filters or fall too far in an inbox to get urgent attention, borrowers receive messages directly to their phones and read them within three minutes of receipt.

The new generation of borrowers prefer text messages over calls and emails and will be more likely to open a text message vs. answering a phone number that’s not familiar to them. Messaging has a 98% open rate and 30% response rate which means borrowers can easily see and address important notifications and requests. Sending requests for documentation, or asking questions via messaging ensures a more frictionless closing process.

3. Gain More Referrals and Repeat Business

The average homeowner will move or refinance every 5 – 7 years. Delivering an outstanding loan experience can generate more advocacy and retention for future business. Messaging helps lenders deliver that first excellent experience by improving communication, managing expectations and enabling a faster means for two-way communication between lender and borrower.

Messaging can also help lenders stay top of mind with these buyers. Quiq clients frequently use outbound messaging as a way to keep in touch with clients and lenders have plenty of opportunities to provide customers with quick reminders and messages to keep the relationship going:

  • a message on their birthday or anniversary
  • market updates as they near the time they may be considering downsizing
  • or a quick reminder that their home equity can assist in paying for their kid’s college education.

Communication is crucial to setting and managing expectations, especially among new home buyers and Millennials who may seek more guidance during the process. Communication that is fast and convenient is critically important to these buyers, which is why text messaging has become such a highly preferred method of communication with lenders.

An investment in technology is no longer a process improvement but a competitive necessity for lending institutions. Quiq Messaging is helping lenders connect with borrowers in a convenient, preferred way through mobile, web, and social messaging. If your institution is ready to improve your pull-through rates, request a demo.

Quiq makes it easy for customers to contact a business via Messaging, the preferred channel already in use with our friends and family.  With Quiq, customers can now engage with companies via SMS/text messaging, Facebook Messenger, Web Chat, In-App,and Kik for help with their pre-sales and post-sales questions. Learn more about Quiq today at quiq.com.

Mobile Millennials – How to Attract Them to Your Credit Union

Posted on Mark Kowal

Credit unions have long been viewed as the more local, approachable place for multiple generations to manage their finances. During times of financial crisis – recessions and dot-com busts, Credit Unions have gained the trust and admiration of Boomers and Gen-Xers who make up two-thirds of today’s total credit union membership. Today, the average age of a credit union member is 48. Credit Unions continue to appeal to these generations with the right products, services, and messaging. However, in order to increase members and grow revenue, Credit Unions will need to attract and engage Millennials as well.

How Credit Unions Can Appeal to Millenials

Boomers and Gen-Xers have a fairly high satisfaction level with Credit Unions. Millennials, not so much. Millennials are roughly between the ages of 18 – 34 and make up about 42 percent of the US population. Many of them are coming into their financial own, possibly needing financial products as they navigate college, first homes, and saving plans as they start new careers.

According to a CFI study, the CUSI (Credit Union  Satisfaction Index) score is lowest among Millennials. This could have detrimental effects on membership growth among this population since Millennials tend to trust brands and services based on recommendations of others. A low satisfaction score translates into a low adoption of other products and referrals to their family and friends.

messaging credit unionsOne of the main reasons for the lower satisfaction score is the digital experience gap. The Millennial generation is much more digitally connected and comfortable with online transactions than previous generations. Targeting Millennials and increasing overall customer satisfaction will require credit unions to reduce the effort it takes to do business with their institution. Obstacles, such as members having to repeatedly contact the credit union or repeat information, can be eliminated with the use of technology like Quiq, which enables customers to easily connect with their institution over their mobile device and at their convenience.

According to a FICO survey on Millennial banking, a large percentage of the Millennial generation feel that their bank does not communicate with them through their preferred communication channel.  Mobile apps, text messaging, and the bank’s mobile website are the preferred methods of communication. Credit Unions have the opportunity to build a multi-channel digital engagement approach using the channels most attractive to Millennials.

“43% of Millennials don’t think that their bank communicates to them through their preferred communication channels.
~Fico, Millennial Banking Insights and Opportunities”

It’s not just Millennials who want to message you; 66% of customers prefer mobile messaging for contacting a company because it is easy and more convenient than making a call or sending an email. Building and maintaining a relationship with these customers doesn’t need to be just a one-way street. Credit unions have personal relationships with their members, so facilitating a two-way conversation via messaging is critical. Quiq clients have found that engaging with customers to answer questions is just as important as the ability to send outbound text messages with new  product and promotion alerts.

At Quiq, our clients have seen a 5-10% higher customer satisfaction rate for messaging than any other channel. It is clear that consumers are already comfortable with using messaging to resolve issues and receive information. This could not be more true for Millennials. In a research study conducted earlier this year, Quiq discovered that 76% of Millennials “view messaging as an extremely/very effective channel” as compared to 58% of non-Millennials.

Cater Your Engagement to Younger Generations With Quiq

Quiq offers the messaging solution organizations need to attract all generations, especially Millennials. Our messaging solution allows all members to start or continue a personal one-on-one conversation over their preferred communication channel with your organization. Request a demo to see how easily your Credit Union can implement Quiq messaging and grow their Millennial membership.