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Panel Discussion: How to Raise the Bar on Member Experience with Live Chat

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Jeff Epstein
Vice President of Marketing and Strategy at Comm100
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About the talk

In this session industry experts Jeff Epstein, Vice President of Marketing and Strategy at Comm100, and Kelli Davis, Assistant Vice President Member Support at Cabrillo Credit Union,  talked about member experience with live chat and chatbox, customer engagement, and customers expectations focusing on a couple of the digital channels.

00:00 Intro

00:20 Jeff Epstein

03:30 Chat for member experience

05:56 Chat experience

07:25 Discoveries

08:20 About feedbacks

09:04 About audio- video- connection

10:02 Chatbot and the member experience

10:23 Member Experience

13:30 Expectations

15:00 Ability

15:40 Keys to success

18:30 About messaging

20:20 Successful chatbot

25:00 Advice

27:37 Q&A

About speakers

Jeff Epstein
Vice President of Marketing and Strategy at Comm100
Kelli Davis
Assistant Vice President Member Support at Cabrillo Credit Union

Career B2B marketer focused on one metric: driving impact. Simply put: If your content doesn't generate awareness, inspire action or help the sales team close deals, it isn't worth creating. From the top of the funnel through to the case study, from SEM to PR to outbound lead generation, it all comes down to the story you're telling, and how it's different and resonant. Content marketing is a core strategic deliverable that helps organizations get the right message to the right people at the right time. Inform and educate, and they will come. Inspire and differentiate, and they will buy.

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Kelli Davis is a part of Cabrillo Credit Union team since 2013. She started her career as Director Of Operations, then she was Operations Team Member and now Kelli is Assistant Vice President Member Support. She graduated San Diego State University.

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We have our industry expert from com100 experts because we have Jeff Epstein who is vice president of marketing and strategy at com100. But we also have Kelly Davis who is the assistant vice president of member support at the Cabrio Credit Union. And they're going to talk about how to raise the bar on member experience with live chat. I'm going to hand it over to you. Jeff, take it away. Thank you very much Shawn. It was really great to tune into to Donna and Barbara. I think that's not only a riveting session on

customer engagement and customers are expecting and it's a great segue into our session here, which is good for focus on a couple of those digital channels that you were just talking about previously and how to really make the most of that for members and clients. If I'm here today with Kelly Davis, assistant VP of member support at Cabrillo Credit Union, a little Kelly. Hello short session. We hope so when it comes to meeting customer experience in the banks and credit unions are competing with with retailers outside

of banking, with supermarkets and car vendors, and retailers of all different kinds. And it's important to recognize that because your customers are coming to you. Your members are coming to you with a level of customer service expectations that they're getting not just from Cabrillo buy from any brand at the deal with across their entire lives. That right. That's absolutely right bar, pretty high. So for today's session Kelly and I are going to talk about life. And chat box and we have to Target audiences in mind for the talk today. We have the tire kickers, and big and beginners. So those

Banks and financial institutions that aren't yet doing chat, which aren't very many. Maybe they're not doing chocolate and they're making those tires

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February 10 - 11, 2021
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Jeff Epstein
Kelli Davis