CUSO Rolls Out Web Chat Service

Xtend Inc. a multi-owned cooperative CUSO headquartered in Grand Rapids, Michigan, announced that it has deployed a web chat service in an effort to help its business partners respond quickly and effectively to clients and prospects. The new service was rolled into the web sites of key business partners over the past several weeks, with chat requests directed to the CUSOs Xtension Call Center for response.

We are excited that we could very quickly incorporate web chat into our overall support strategy, says Scott Collins, President of Xtend. We approached the Web Services team at CU*Answers as part of our build or buy due diligence effort, and they really stepped up. Within a two week period we had a prototype to work with internally and a few weeks after that began deploying across our extended enterprise. Its first wave of customers consisted of several businesses from the family of CUSOs, including eDOC Innovations, CU*Answers, and Lender*VP, as well as its own web site.

Collins indicates that this first web chat offering is a proof of concept for services that will be rolled out in support of credit unions over the remainder of the year. We were looking for a way to test web chat in a B2B environment and our partners were quick to respond. he added. Our next step will be beta projects for credit unions B2C communication from both their web sites and home banking. And of course we plan to deliver these with our typical aggressive pricing strategy.

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