Digital Dialogue Enhances Total Member Care Suite with DigiKnow : Online knowledge base tool centralizes data for credit union staff, members

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Digital Dialogue, a PSCU Financial Services company and nationwide provider of 24/7 call center operations and software solutions to credit unions, has launched DigiKnow, a unique online knowledge base and query tool that organizes credit union information into a database that members and staff can access quickly and easily through a basic question format. For example, if a member has a question about how to wire money, DigiKnow’s intelligent search engine directs the member to a link for a Web page or document displaying the requested information.

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Internally, DigiKnow is being used as an alternative to a help desk

Tempe, Ariz.-based TruWest® Credit Union recently implemented DigiKnow after having used Digital Dialogue's 24/7 custom call center since March. Credit union officials noted their desire to augment the custom call center with the internal knowledge base that came with DigiKnow.

"Internally, DigiKnow is being used as an alternative to a help desk," said Laura Wygle, vice president of Contact Center and Deposit Services for TruWest Credit Union. "Staff members now have a central repository for submitting policy, procedural and human resource questions and receive an instant response. In addition to our 24/7 custom call center, with DigiKnow our members now have an online channel for submitting questions directly to TruWest and receiving responses 24/7. During business hours, this enables our credit union staff who would have been answering questions on the phone to focus on delivering total member service. The administrative function within DigiKnow allows us to update responses in real-time, providing our members with accurate and up-to-date information."

Digital Dialogue developed DigiKnow for credit unions to offer members an alternate resource for getting information from the credit union. DigiKnow tracks all questions asked and the level of satisfaction with each response given. Once a member submits a question and receives a response through DigiKnow, he or she completes a quick survey to rate their level of satisfaction with the process. TruWest pulls these reports twice a month to determine which questions and responses are most helpful to their members and what adjustments are necessary. DigiKnow also serves as an after hours resource along with the custom call center and reduces the number of calls TruWest receives.

Wygle continued, "Third-party knowledge-based systems tend to be cost-prohibitive. Digital Dialogue offers competitive pricing and proven technology that meet the needs of credit unions. DigiKnow has empowered our members by giving them access to knowledge on demand, which has improved our member service levels. We've already had 217 inquiries submitted through DigiKnow."

"In using DigiKnow, TruWest Credit Union is demonstrating a commitment to increasing both member and staff loyalty levels," said Peter Schmitt, president of Digital Dialogue. "DigiKnow provides TruWest credit union with an alternative to using a help desk on the internal side, which allows them to better allocate staff. TruWest worked closely with us to design the DigiKnow reports they receive, ensuring that the information provided would facilitate improved service levels. Members today demand 24/7 access to their finances, and offering different avenues for sharing information with members is a competitive advantage credit unions need to survive."

About TruWest Credit Union

TruWest Credit Union is headquartered in Tempe, Arizona and operates as a cooperative to provide its membership with a lifetime of quality financial services. TruWest is a strong and sound financial institution with more than 70,000 members and assets totaling more than $800 million. TruWest has 15 branches–nine in the metro Phoenix area and six in Austin, Texas. For more information, visit http://www.truwest.org/.

About Digital Dialogue

Digital Dialogue, a PSCU Financial Services company, is the nationwide provider of 24/7 financial call center operations and software solutions for credit unions. The company's product suite includes call center scripting solutions, custom loan applications with credit-union-defined decisioning and new member enrollment with funding and sophisticated cross-selling. Digital Dialogue manages the Financial Service Centers Cooperative's Call Center Outlet, the highest volume outlet in FSCC's shared branch network.

Designed around a consistent user interface and the same decision criteria across all channels -- from the credit union's Web site to its branches to its call center -- Digital Dialogue products and services are in place nationwide at credit unions ranging in asset size from $5 million to more than $6 billion. For more information, visit http://www.digital-dialogue.com/.

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