Case Study: Lake Michigan Credit Union boosts member engagement and delivers 24/7 support with Comm100 Live Chat & AI Chatbot

Lake Michigan Credit Union scales better member engagement with Comm100 Live Chat

Lake Michigan Credit Union, a large Michigan-based financial institution serving roughly half a million members, needed to make support more accessible, reduce wait times during peak periods, and extend service beyond business hours while keeping member interactions secure and personalized. To meet those goals they chose Comm100, first deploying Comm100 Live Chat in 2015 and later adding the Comm100 AI Chatbot in 2021 to provide omnichannel, real‑time and 24/7 support.

Comm100 integrated its Live Chat with LMCU’s phone, email and online banking channels and implemented the AI Chatbot to resolve common queries and handle peak traffic, with seamless handoffs to agents for complex cases. The result was a steady increase in monthly chats, 24/7 availability, lower wait times and abandoned chats, improved agent focus on sensitive issues, robust uptime and security, and consistently positive member feedback—outcomes attributable to Comm100’s platform and support.

Lake Michigan Credit Union

Jasmina Duric

Manager of E-Services and Support Department