EFT Client Support adds chat feature

Article contributor / Jacob Karr / Client Learning Consultant

“Thank you for calling SHAZAM, my name is...” Those are words that you’ve likely heard from our Client Support group numerous times over the years. A strong support team is one of the cornerstones of SHAZAM’s service. As a former member of Client Support for over 9 years, I take great pride in the work we do to support our financial institutions.

For years, the phone was that link between us. But as Bob Dylan put it, “The Times They Are a-Changin.” The world is moving into more diverse means of communication and SHAZAM is growing with that. We are evolving from a call center into a full-service client support center to meet the ever-growing needs of our clients and their customers.

One thing to point out is our client support phones aren’t going anywhere. We’ll still provide the same exemplary service via the call center you’ve come to expect from SHAZAM. If you’re a person who prefers calling, be assured we’ll always be here to take your call. What we’ve added, and are continuing to add, are alternate methods to receive that same great service.

The first of these methods is service requests through Service Expert. Service Expert is our customer portal. Through it, you can open Service Requests to both EFT and Core Support. You also have access to request reports, submit BIN maintenance, monitor your projects and manage your contacts.

Service requests through Service Expert have a standard response time of two business hours. That SLA is one of the reasons current client users have said they use this service. So many of you must wear multiple hats every day. You may only wear your debit card or ATM hat for a few minutes while you’re working on ACH returns, balancing a GL, or writing a loan. Service Expert allows you to ask a question and go back to the task you are working on while we research and give you an answer.

Our newest way for you to contact us is through chat. On Dec. 16, 2024, Service Expert was upgraded to enable you to reach out to us via chat to receive support on your EFT questions. Imagine the phone is ringing off the hook or your lobby is packed. Instead of tying up a line or having to step away from someone in the teller line, simply open a chat and get your question answered while you continue to serve accountholders.

Our goal through the chat development and implementation process was to make the experience as seamless as possible for you. When you initiate a session, you’ll be asked a series of questions to narrow down the area in which you need help. This will ensure you are routed to a representative who’s best able to assist you. From there, you’ll enter your question, initiate your chat session, and be connected by a representative.

No matter what method you choose to reach SHAZAM, there will be one constant. You can expect to receive the same excellent service you’ve come to know over the years. We’ll continue to work every day to provide you with a meaningful experience and be your trusted partner.