Case Study: Motor City Community Credit Union boosts member satisfaction and response speed with Comm100 Live Chat & Chatbot

Motor City Community Credit Union Joins Growing Digital Support Switch with Comm100 Live Chat & Chatbot

Motor City Community Credit Union, a Windsor-area credit union serving over 13,000 members, faced growing demand for digital support as members became more digitally savvy and peer credit unions added chat. Seeking a Canada-hosted, cost-effective solution to offer real-time help and after-hours support, Motor City selected Comm100 and its Comm100 Live Chat & Chatbot solution to enhance member experience.

Motor City implemented Comm100 Live Chat (with onboarding and training completed within weeks) to provide real-time answers, proactive chat invites and co-browsing assistance; chat volumes grew and members of all ages adopted the channel. The Comm100 deployment delivered measurable results: average CSAT 4.6/5, average response time 30 seconds and average chat duration 8 minutes 9 seconds, and the credit union is preparing to launch Comm100 Chatbot for 24/7 support.

Motor City Community Credit Union

Matthieu Hebert

Manager of Innovation