Case Study: Affinity Credit Union achieves faster, more proactive member service with Comm100 Live Chat

Comm100 helps Affinity CU improve both agent efficiency and customer experience

Affinity Credit Union, a Saskatchewan-based financial cooperative serving over 130,000 members annually, needed to meet growing member demand for real-time, online communication—particularly chat-style interactions preferred by younger customers. To address this, Affinity selected Comm100 and deployed Comm100 Live Chat to add web-based, on-site chat as a primary channel for member support.

Comm100’s Live Chat—featuring reporting, canned messages, mobile app chat, proactive chat invitations and detailed chat history—allowed agents to handle multiple members simultaneously, shorten response times, and proactively engage visitors. The Comm100 solution boosted member experience and agent efficiency, provided actionable service metrics and conversation logs for coaching, and now supports Affinity’s broad member base (Affinity has been a Comm100 customer since 2014).

Affinity Credit Union

Deanna Hoffman

Development and Operations Manager