COVID-19: Supporting our Clients through Turbulent Times

Branch hours and services continue to change, new products have been released to help members through the crisis, and members not familiar with online or mobile banking services are looking for extra support.

The flexible components that we build into our website redesigns have empowered clients to create robust, user-friendly, and easily editable COVID-19 resource pages. Clients can also change the messaging on their homepage, in their alert bars, and/or on FAQ pages as needed. We also worked with several clients to implement additional ways to communicate urgent information, like overlay alerts and slide-up announcements.

In our client analytics reports, we’ve noticed a sizable uptick in traffic to the “Contact” page, as well as some FAQ pages. We’ve worked with clients to provide additional avenues for support by adding video and chat tool integrations, enhancing in-site search options, expanding Member Assistance sections, and replacing PDF forms with secure online form solutions.

We have always been committed to listening to our clients, but during COVID-19, the practice of “active listening” has become even more important. In the early days of the pandemic, as many of our clients shifted to working from home during a time when they were also contending with unforeseen and unprecedented scenarios, we also sensed a need for increased connection and support.

That’s why we starting holding biweekly Community Roundtables via Zoom so that our clients could talk through challenges with their peers in an informal, group setting. Topics have included how to reopen branches with confidence, when it might be time to start selling again, how to offer an optimal Human + Digital experience, what an inclusive digital branch might look like, and much more. The response has been so positive that we look forward to continuing to hold Community Roundtables on a quarterly basis even after the pandemic ends.