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🍂🦃 Happy Thanksgiving from Directlink! 🦃🍂 From all of us at Directlink, we wish you and your loved ones a joyful, warm, and memorable Thanksgiving. Here’s to celebrating the moments that matter most! 🧡 #Thanksgiving #Gratitude #Directlink

Post 9 of Our Series: Why Do Consumers Still Call? 📞 Why Do Consumers Still Call? We Want to Hear From You! As we near the end of our multi-post series, we’re curious: ➡️ Did we miss any reasons why consumers still call their bank or credit union? ➡️ Why do you think consumers continue to pick up the phone instead of relying solely on digital channels? ➡️ Do you believe phone calls will phase out with younger generations, or will telephony remain relevant? ➡️ Is telephony customer service worthy of your attention in 2025 and beyond? We’d love to hear your thoughts, perspectives, and predictions. Let’s start a conversation! 📧 Email us at: hello@directlink.ai #ConversationalAI #CommunityBanks #CreditUnions #AI #CustomerExperience #MemberExperience #AIinBanking #Fintech #DigitalTransformation

Post 8 of Our Series: Why Do Consumers Still Call? 📞 Why Do Consumers Still Call? - Recap In a world dominated by digital channels, why do consumers continue to pick up the phone to call their financial institutions? Over the course of this series, we’ve explored the reasons behind this enduring preference, uncovering insights that banks and credit unions can use to enhance service and strategy. Here are the key takeaways: 1️⃣ Calls Are Here to Stay Despite advancements in technology, calls are not declining. In fact, 57% of contact center leaders predict rising call volumes over the next two years. The reality? People communicate at their own pace, and agents can only handle one call at a time—making strategic call deflection critical. 2️⃣ Familiarity & Simplicity Calling is second nature. Unlike digital channels that require a learning curve, the phone is a universally understood, effortless way to connect. Consumers appreciate its straightforward nature and the ability to control the conversation. 3️⃣ Availability & Convenience When branch hours don’t align with consumer schedules, or when online channels can’t deliver the immediacy needed, a phone call becomes the go-to option. It’s fast, effective, and eliminates the need for in-person visits. 4️⃣ Barrier-Free Guidance Unlike self-service channels, phone banking provides a guided experience. Representatives lead consumers through every step, reducing complexity and ensuring even non-tech-savvy individuals feel supported. 5️⃣ High-Touch, Personalized Service While apps cater to the masses, calls provide a level of tailored, meaningful interaction that digital channels simply can’t replicate. Agents understand each caller’s unique needs and adapt their responses accordingly. 6️⃣ Strategic Solutions Over Transactions Calls offer more than just task completion—they deliver real problem-solving and accountability. Consumers trust that a representative will follow through until their issue is resolved, fostering deeper relationships and loyalty. Stay tuned. Next, we'll examine how you can better serve your phone-loving customers and more! #ConversationalAI #CommunityBanks #CreditUnions #AI #CustomerExperience #MemberExperience #AIinBanking #Fintech #DigitalTransformation

Post 7 of Our Series: Why Do Consumers Still Call? 📞 Strategic Support vs. Transactional Convenience When a consumer calls their financial institution, they’re not just seeking a transaction—they’re looking for real, strategic solutions to life’s financial challenges. They expect that the person on the other end can help, and if not, they trust the representative will connect them with a manager or specialist who can. The expectation is clear: the issue will be addressed, and the relationship strengthened. 📲 The Limitation of Digital Banking On the other hand, digital banking operates at a purely transactional level. Consumers using an app wonder, “Can I complete this task the way I expect?” There’s no personalization, no follow-up, and no sense of partnership. Apps are tools, not teammates. 🤝 The Power of Follow-Through Calling a financial institution offers something digital banking simply can’t—commitment. Even if the solution requires multiple steps, additional calls, or a branch visit, consumers know their institution will follow through until the issue is resolved. When was the last time your app proactively followed up with you? 💡 Why Consumers Still Choose to Call Digital banking might help you get something done. But if you want it done absolutely, calling your credit union ensures the job is completed, with the human understanding and personalized service that only a real conversation can deliver. This trust and accountability keep consumers reaching for the phone—because some things simply can’t be replaced by a screen. #ConversationalAI #CommunityBanks #CreditUnions #AI #CustomerExperience #MemberExperience #AIinBanking #Fintech #DigitalTransformation

Post 6 of Our Series: Why Do Consumers Still Call? 📞 High-Touch & Personalized Service Unlike mobile banking apps, which are designed to cater to a broad audience with simple, streamlined options, phone banking offers a truly personalized experience. Here’s why: • Apps are impersonal by design, aiming to appeal to the widest range of users, leaving little room for individualized interaction. • Most apps limit options to one or two methods for completing tasks to keep systems simple, but this sacrifices flexibility. 🤝 A Deeper Connection Through Calls When consumers call, they gain access to a level of service that apps simply can’t replicate. • Retail agents have access to the caller’s full financial portfolio, enabling informed and tailored responses to every question. • Consumers can express their needs in their own words, knowing the agent will understand and adapt their response based on the caller’s unique financial situation. 💡 Empowered by Technology With integrated tools at their fingertips, agents can deliver high-touch, customized support for any financial need in real-time—something apps today can’t provide. It’s not just about solving problems; it’s about creating meaningful, personalized relationships that strengthen the bond between consumers and their financial institutions. #ConversationalAI #CommunityBanks #CreditUnions #AI #CustomerExperience #MemberExperience #AIinBanking #Fintech #DigitalTransformation

📞 Why Consumers Keep Calling - Part 5 📱 The Simplicity and Guidance of a Phone Call When consumers pick up the phone to call their bank, the experience is designed to be easy and supportive. It begins with the consumer’s question, leading into a straightforward dialogue where the representative guides each step—from verifying identity and permissions to gathering relevant details and ultimately resolving the inquiry. Even when consumers face challenge questions, representatives often offer hints to make the process easier and more intuitive. 🔄 A Clear Difference from Other Banking Channels Digital banking, ATMs, and in-branch kiosks require users to know specific steps, whether remembering PINs, navigating a sequence of buttons, or using a particular interface. By contrast, phone banking is conversational, personal, and entirely guided—meaning consumers don’t have to “figure it out” on their own. 💬 The Benefits of a Barrier-Free Banking Experience Phone banking’s guided, conversational approach ensures that no technical knowledge is required, creating a welcoming, accessible option for everyone—whether tech-savvy or not. It’s a familiar and low-effort way for consumers to get the help they need quickly and comfortably. #ConversationalAI #CommunityBanks #CreditUnions #AI #CustomerExperience #MemberExperience #AIinBanking #Fintech #DigitalTransformation

🇺🇸 Honoring Our Veterans Today 🇺🇸 Today, we take a moment to recognize the courage, sacrifice, and commitment of our veterans. Their service has shaped our country’s history and protected the freedoms we hold dear. To all who have served—thank you for your dedication and bravery. We honor you today and every day. #VeteransDay #ThankYouVeterans

Post 4 of Our Series: Why Do Consumers Still Call? 📞 In today’s digital world, consumers have plenty of options for managing their finances. Yet, calling the bank remains a preferred choice for many. Let’s dive into how availability and convenience play a key role.  Limited Branch Hours: Bank branches are usually open only during standard business hours, which are when many consumers are busy with work or other commitments.  Do You Really Need to Visit in Person? In today’s digital-first world, over 95% of banking transactions can be managed remotely.  The Power of a Simple Call: Calling your bank provides a level of convenience that digital banking alone doesn’t always match. Whether it’s: 🔹 Checking your balance 🔹 Making a transfer 🔹 Addressing an urgent question A quick phone call can accomplish just as much as an in-branch visit—often faster and with less hassle.  Skip the Commute: Enjoy the full-service experience of your branch from wherever you are. Stay tuned! There’s more to come in our Series on why consumers keep calling! #ConversationalAI #CommunityBanks #CreditUnions #AI #CustomerExperience #MemberExperience #AIinBanking #Fintech #DigitalTransformation

Post 4 of Our Series: Why Do Consumers Still Call? 📞 In today’s digital world, consumers have plenty of options for managing their finances. Yet, calling the bank remains a preferred choice for many. Let’s dive into how availability and convenience play a key role.  Limited Branch Hours: Bank branches are usually open only during standard business hours, which are when many consumers are busy with work or other commitments.  Do You Really Need to Visit in Person? In today’s digital-first world, over 95% of banking transactions can be managed remotely.  The Power of a Simple Call: Calling your bank provides a level of convenience that digital banking alone doesn’t always match. Whether it’s: 🔹 Checking your balance 🔹 Making a transfer 🔹 Addressing an urgent question A quick phone call can accomplish just as much as an in-branch visit—often faster and with less hassle.  Skip the Commute: Enjoy the full-service experience of your branch from wherever you are. Stay tuned! There’s more to come in our Series on why consumers keep calling! #ConversationalAI #CommunityBanks #CreditUnions #AI #CustomerExperience #MemberExperience #AIinBanking #Fintech #DigitalTransformation

🚨 Don’t Miss Out on Our Second Webinar: Not All AI is Created Equal Join us on December 11th at 2 PM ET for another engaging session in Directlink’s Perceptions & Misconceptions of AI in Banking series! 🔍 What We’ll Cover: In this session, Directlink’s co-founder and Head of Product, Ben Nichols, will delve into the hidden distinctions among AI solutions that can make all the difference for banks and credit unions. Discover the nuances behind algorithm choices, model upkeep, and the indispensable role of human oversight. Ben will offer valuable insights into managing AI risks and maximizing its benefits in the unique landscape of financial services. 📌 Save Your Spot: https://lnkd.in/dnT67jYa Empower your institution with the knowledge to navigate AI complexities confidently! Secure your seat now for a comprehensive look at what makes AI in banking truly work for you. #AI #Banking #ConversationalAI #VoiceBanking #Webinar #CreditUnions #CommunityBanks