TEMPE, Ariz. – TruWest CU yesterday said it has implemented Digital Dialogue’s DigiKnow, an online tool that centralizes data for staff and members.
For example, if a member has a question about how to wire money, DigiKnow’s intelligent search engine directs the member to a link for a Web page or document displaying the requested information.
DigiKnow tracks all questions asked and the level of satisfaction with each response given. Once a member submits a question and receives a response through DigiKnow, he or she completes a quick survey to rate his or her level of satisfaction with the process. TruWest pulls these reports twice a month to determine which questions and responses are most helpful to its members and what adjustments are necessary.
DigiKnow also serves as an after-hours resource along with the custom call center and reduces the number of calls TruWest receives.
Digital Dialogue is a unit of PSCU Financial Services.
