Xtend Call Center Expands Web Chat Offering

Xtend, Inc. a multi-owned cooperative CUSO based in Grand Rapids, Michigan, recently added a new support channel to its growing Xtension Call Center business unit when the first release of its “Live Chat” member communication service was deployed for several of its credit union partners earlier this quarter.

CUSO President Scott Collins says, “We have provided an online chat solution in a business-to-business setting for over a year now, and it paved the way for our release of this new business-to-consumer solution. Our Live Chat solution allows our credit union partners, regardless of size, location or staffing levels, to deploy an additional communication channel to their e-members. Our support teams have gained important experience with the tool over the past year, and this beta project will now allow us to put those skills to the test in a live member support environment prior to full-scale deployment.”

According to Julie Gessner, Manager of Communication Services for the CUSO, “The credit unions in our network are seeking more just-in-time communication solutions for supporting members, which is right up our alley. We have been working with our partners at CU*Answers (Grand Rapids, MI-based core data processing CUSO) to incorporate a chat solution within their robust It’s Me 247 online banking application that would help set us apart from others in the marketplace, and this beta release is the culmination of that collective effort. Members can now initiate a secure conversation inside their authenticated online banking session and our Xtension agents provide the member support. Based on early feedback this service has been a big winner.”

According to Collins, Xtend plans to offer chat services to all CU*Answers core clients later this year. He says, “These early beta partners will help us gauge member demand and what it will take to scale for a network-wide deployment.”