As a digital-first credit union, our goal is to make it easier for you to connect with support team remotely – whether you prefer a phone call, an email, or live chat. And thanks to our new member service platform, our website now provides more interactive opportunities to connect with Amplify team members. In this article, we will share how to use our new member platform to get your questions answered in real-time.
Key Takeaways:
- Amplify has upgraded our member service platform.
- You can now access live chat with multiple Amplify departments directly from our website.
- Our member service platform also supports cobrowsing, which will allow you to share your in-browser activities with Amplify team members.
- Live chat will only be available during normal business hours.
- Amplify will also be introducing automated chat later this year to assist with requests outside of normal business hours.
Why did Amplify upgrade its member service platform?
While fee-free banking may be what earns Amplify headlines, we know that our personalized support is what makes the Amplify experience special. Our new platform is designed to make connecting with our team easier than ever – and provide you with direct access to the right department for your needs.
How do I access Amplify’s new member service platform?
We have added our member service platform to the portions of our website that are focused on member information. For example, you can access our live chat portal anywhere on Amplify’s help center (help.goamplify.com) or on pages like Contact Us on our main website.
- If you are on a page with live chat enabled, click on the Chat button at the bottom of your screen.
- Enter in your name and contact information to begin a live chat.
We also opened our live chat to multiple departments at Amplify during normal weekdays. This means switching easily between support staff without ever leaving our mobile-friendly live chat.
Can I chat with team members outside of business hours?
Live chat with our contact center is available between 8:30 AM and 5:30 PM CT Monday through Friday and between 9:00 AM and 2:00 PM CT on Saturdays. Individual Amplify departments may be reached between 8:30 AM and 5:30 PM CT Monday through Friday. Members can receive 24/7 debit and credit card support by calling the numbers on our Contact page.
What is cobrowsing?
Cobrowsing is a unique feature that allows members to share control of their browser with an Amplify team member. Cobrowsing is a great way to let our support staff help you navigate the Amplify website and/or find specific products and services.
Please note that a cobrowsing session can only be initiated with your explicit approval. Furthermore, our platform will only support cobrowsing on the Amplify website. If you attempt to navigate away from www.goamplify.com, your cobrowsing session will end.
How do I start a cobrowsing session?
An Amplify team member will prompt you to start a cobrowsing session by clicking the cobrowsing icon in the footer of our support pages.
Will automated chat be powered by AI?
While our new platform does offer AI tools, our initial launch of automated chat will be comprised of scripted responses from the Amplify Credit Union team. Our goal is to provide you with information that is both timely and accurate, and scripted chat responses ensure only the right information is provided to members.