homeresourcescase studies Insightful Interactions: Elevating Member Service at Park Community Credit Union

Insightful Interactions: Elevating Member Service at Park Community Credit Union

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Park Community Credit Union 1712256630186
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Company Snapshot

Spanning across 16 locations, Park Community Credit Union is a beacon of financial reliability and member-centric service in Kentucky. Their dedication shines through in their comprehensive range of financial products and the exceptional services provided. As a testament to their commitment to excellence and member satisfaction, Park Community has continually sought innovative ways to enhance their interactions and understand their members’ needs more deeply.

  • 16
  • December 2016

Background

Park Community Credit Union initially faced challenges managing customer feedback due to the lack of dedicated software. They struggled with manually navigating numerous online review sites, leading to inefficiency. To address this, they adopted Birdeye, a tool that streamlined review management. This move not only improved member engagement but also allowed them to efficiently collect, monitor, and respond to customer feedback across various platform.

A Boost in Incoming Reviews

After integrating Birdeye, Park Community Credit Union experienced a major shift in their review request process. Automating the dispatch of review requests immediately after each loan approval exponentially increased the likelihood of receiving feedback. This strategy wasn’t solely focused on quantity; it ensured that the feedback was timely and relevant, capturing members' immediate post-service impressions. 


As a result, Park Community Credit Union saw their average monthly review count leap from a modest 10 to an impressive 300 new reviews in just one month. This dramatic increase elevated their online visibility and enriched their pool of member feedback, offering deep insights into areas of success and opportunities for improvement.

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The Impact of Member Feedback

The surge in reviews had a  multifaceted impact. First, it significantly enhanced Park Community Credit Union’s digital footprint, making them more visible and attractive to potential members seeking financial services online. Secondly, it provided a wealth of data that was instrumental in shaping member services. 


The ability to receive and analyze such a volume of feedback empowered Park Community to promptly adapt and refine their offerings, ensuring they consistently met or exceeded member expectations. This responsive approach has been key in cultivating a culture of excellence and member-centricity that distinguishes Park Community in the financial industry.



“The automation of the process really makes things easy. Birdeye helps us easily keep track of our reputation out in the market.”
Andy Dickhut
Andy DickhutVP Marketing, Park Community Credit Union

Streamlining Review Responses

The implementation of Birdeye at Park Community Credit Union has improved their handling and response to member feedback. Utilizing Birdeye's dashboard, branch managers efficiently oversee and address reviews across various platforms, ensuring timely and effective feedback management. 


Additionally, Birdeye's capability to create customizable templates and automated replies allows for personalized member responses. This approach not only improves member satisfaction and loyalty but also strengthens member relationships, fostering a supportive community around Park Community Credit Union and affirming their leadership in providing member-focused service.

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An Analytical Leap with Insights

With Birdeye's advanced analytics and Natural Language Processing engine, Park Community Credit Union gains insightful access into member feedback. Birdeye’s technology allows them to break down and analyze member reviews thoroughly, capturing both dominant themes and subtle sentiments. 


This analysis is critical for easily identifying improvement areas and recognizing well-received service aspects, ensuring Park Community Credit Union continuously adapts to meet and exceed member expectations.


Additionally, Birdeye’s capabilities facilitate a proactive approach to member experience management. By identifying trends and feedback patterns, the credit union can preemptively address members' needs and mitigate issues. This strategy enhances member satisfaction and trust, while insights generated are shared throughout the organization, promoting a culture of ongoing improvement and innovation. This commitment to leveraging data-driven decisions places Park Community Credit Union at the forefront of member service quality.



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Keeping Up with The Competition

Furthermore, Park Community Credit Union utilizes Birdeye Benchmarking to stay competitive. This tool allows them to compare their performance against their competitors, giving them a precise understanding of their position in the market. 


Employing Birdeye Benchmarking has led to targeted advancements and innovation at Park Community Credit Union. By analyzing their position relative to competitors, they are motivated to achieve excellence in service and innovation as a forward-thinking, member-centric credit union.



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Embracing innovation with Birdeye

Through their partnership with Birdeye, Park Community Credit Union has transformed the way they interact with members and manage feedback. Integrating automated review requests, streamlined response mechanisms, and deep analytical insights into member sentiment has propelled Park Community to new heights of member satisfaction and operational efficiency. Park Community Credit Union's journey with Birdeye illustrates the profound impact of embracing technology to foster a deeper understanding and connection with members.


Discover the difference Birdeye can make for your business. Reach out to schedule a demo today, call 1-800-561-3357 ext 1, or send an email to sales@birdeye.com. 


Birdeye: The Obvious Choice

Winning over 400 awards for 10 quarters in a row, Birdeye is the most-awarded and highest-rated customer experience software for businesses of all sizes.

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