Murphy & Company Product Orientation Guide

c. Frequently Asked Questions: Compiling a list of frequently asked questions is useful for both marketing your Online Banking products and educating your users. The most common questions from your customers or members will help guide your efforts and tell you what aspects of Online Banking are in highest demand. Sample: https://bit.ly/3ihz3pH 2. Training: The User Guides deliver a wealth of technical information and can help your customer or member service representatives get familiar with your online banking services. User guides can teach staff about common features, giving them insight into the tools end users will use the most. a. Branch Orientation: A unified set of educational material can help keep all your branches in sync when it comes to your online banking information. All staff members should be familiar with this information. b. New Employee Training: Any new employee that is in direct contact with customers or members may need to know about online banking. These user guides will help familiarize them with the most common features. c. New Account Opening: When a customer or member wants to open an account for the first time, they will need to know what tools are available for managing their money. The user guides provide them with a list of options and lets them know what they can do with those features. d. Business Education: Business Online Banking can be complicated, and some customers or members may need help learning their way around your system. User guides can be very beneficial to these users and the account managers tasked with helping them get set up. 3. Web Pages: Some features of Online Banking can be rather complicated. Individual page links can help supplement any web page dedicated to a specific feature. a. Popular Features: Features like Mobile Deposit and Alerts get the most use and the most questions from end users. Having web pages dedicated to explaining these features and detailing how to use them will go a long way to mitigate questions in your call centers. b. Mobile Banking: Mobile Banking is one of the most popular aspects of Online Banking. A Mobile Banking resource center can both help spread awareness and educate your customers or members about the benefits of banking on the go. The Mobile Banking pages found in our Personal Online Banking guide are an invaluable asset when setting up a mobile-specific web page. Sample: https://bit.ly/3ihz3pH

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