It’s 7:18 p.m. on a Tuesday night and Julie, a busy working mom, finally has a free moment to call her credit union about refinancing her car loan. Instead of hearing, “Sorry, our hours of operation are Monday through Friday 8 a.m. to 5 p.m., please call back during business hours,” she’s instead greeted by an intelligent virtual agent that understands her needs and instantly connects her with the right resources.
It’s a busy mom’s dream. But, it’s also a reality for credit unions using modern contact center software to deliver exceptional member experiences around the clock.
The Member Experience Challenge
Credit union executives know the struggle. Members expect the same seamless, always-available service they get from digital-first companies, but traditional contact centers weren’t built for today’s banking expectations. Members want to start a loan application on their phone, continue it via a web form or chat, and finish with a quick call (emphasis on the quick). And they want to do it all without repeating their information.
This challenge hits hardest during peak times. Monday mornings bring a flood of balance inquiries. Month-end sees spikes in loan application questions. Holiday seasons overwhelm staff with routing number requests and branch hour inquiries. Traditional systems buckle under this pressure, leading to long hold times and frustrated members. And the financial services customer experience folds under the pressure.
A Day in the Life: GoContact in Action
Let’s follow member Tom through his loan application journey with a credit union using Broadvoice’s GoContact CCaaS platform.
Morning: The Application Begins
Tom starts his auto loan application online, but he has a few questions about interest rates. He clicks the chat button and GoContact’s AI instantly provides current rates based on his member profile and credit tier. When he needs clarification about the terms, the system transfers him to a loan specialist, who now has full context of his application and chat history on display in their interface.
Afternoon: Quick Questions
Later, Tom calls about his checking account balance while driving. GoContact’s intelligent routing recognizes his phone number and offers self-service options through natural voice commands. “Your checking balance is $1,847.23 Would you like to hear your recent transactions?” No agent needed, no hold time. Just instant answers.
Evening: Application Support
That evening, Tom receives a proactive callback from the credit union. GoContact’s system identified that he hadn’t completed his application and automatically scheduled follow-up. The loan officer already has Tom’s partial application, chat transcript, and member history ready, turning what could be a 15-minute info-gathering call into a 5-minute completion.
The Technology Behind the Magic
The GoContact platform makes Tom’s member experience possible through a few key capabilities:
Smart Routing and AI Assistance
Our platform uses intelligent routing to connect members to the right resources at the right time. For routine inquiries like balance checks, branch hours, or routing numbers, AI can handle everything. More complex interactions, like detailed loan applications, get routed to specialists with full context and member history.
Proactive Member Engagement
GoContact identifies opportunities for proactive outreach, either by live or automated agents. An incomplete application can trigger a gentle follow up or members approaching loan maturity can receive refinancing options, for instance. This proactive approach increases completion rates and member satisfaction.
Real-Time Analytics and Insights
Leadership gets instant visibility into member sentiment, call volumes, occupancy and adherence rates, and service levels. AI-powered analytics identify trends before they become habits, enabling proactive coaching and training to meet SLAs.
The Strategic Advantage
Today, member experience differentiates successful credit unions from those struggling to retain members. Broadvoice | GoContact’s financial services customer experience platform gives credit unions the tools to compete with larger institutions while maintaining the personal touch your members value.
What’s more, the platform scales effortlessly, supporting your growth without proportional increases in staffing costs. Whether handling 100 or 10,000 daily interactions, the system maintains consistent service quality and member satisfaction.
Your Next Step
The question isn’t whether your credit union needs modern contact center capabilities. Instead, it’s how quickly you can implement them. Members like Sarah and Tom are already expecting seamless, intelligent service. And the credit unions delivering it are winning market share and member loyalty.
GoContact’s CCaaS platform transforms member interactions from cost centers into competitive advantages, delivering the personalized, efficient service that builds lasting member relationships and drives sustainable growth.
Talk to our team to see how GoContact can help your credit union.
