Being the president of our organization, I love the secured email because there are a lot of messages that I have to send out that are secure. There have not been any issues with sending the messages or with individuals receiving and viewing them.
Susan M. Langley
How has it helped my organization?
With this solution we have better communication with our members, who, outside the credit union business, are what you call customers. We’re able to support them where they are. For example, if they’re trying to log in to the online banking platform and they can’t get in, they can hit the Chat feature and talk to us directly and we can help them.
My staff has the ability to multitask and not only help members but continue doing other stuff between the chat sessions. It’s more efficient for my staff, but, at the same time, more responsive for our members. They don’t have to pick up the phone and call us and say, “Hey, it’s not working.” A lot of times, members are able to share their screens with us and we can see what they’re doing wrong and help them get logged in to the system. Or if they want to find out about rates, or have a question about their account, we can respond and it cuts down on calls to the office itself.
It also helps reduce complexities in our communication. When a member is dealing with a financial situation, the quicker you can respond to that member and get them the answers that they need, the more at ease the member will be and that strengthens the relationship. It cuts down on members being angry because they’re on hold waiting for a person to pick up the phone. I feel they’re getting quicker response times when they hit the Chat, and we’re able to resolve their conflict much quicker. It is a better experience for our associates and our members.
What is our primary use case?
If we need to send an encrypted, secured message to a member or a client or a vendor, we can send it through the LiveLink app and we know it’s secure and that we don’t have to worry about confidential information being leaked.
Which solution did I use previously and why did I switch?
Communicator was our first solution and then we got LinkLive, which includes the web browser and is easier to use.
We initially signed up for what we call VB chat. A third party sold it to us to communicate with our members when they’re logged in to our online banking platform, so that they can open up a chat window. Once we were using it for that, then we expanded it and used it for our secure email system.
How are customer service and support?
The support has been excellent and we have stopped communicating with the third party that sold LinkLive to us. We communicate directly with LinkLive because their support is so much better than the support offered by that vendor. They have been very supportive in getting our staff trained and comfortable using it.
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What was our ROI?
We have seen return on investment. It reduces our staff hours. It has also reduced our total cost of ownership because our employees can service more than one member at a time. They’re able to multitask. It reduces the number of calls that come in and the number of voicemails that have to be returned. It improves our member experience and keeps them as members of our credit union.
It has probably reduced our TCO by 5 percent.
If you are going to use something like this, make sure that you select a reliable vendor that is aligned with your core goals.
The solution becomes one of your primary ways of communicating with your members, so you want to make sure that it’s representing you the way you want to be represented.