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