Snow, Customer Service and Technology

by Kevin Lynch 26. January 2011

With the winter season comes the inevitable snow and the associated disruption. Given the challenge Marylanders have driving in it, we often open our branches and Contact Center later than our scheduled hours. During last years "Snowmageddon", our locations were closed for a number of days as we all dug out of the blizzard.

In the past, this meant that customers who had a question or needed some help where unable to contact us. Last year, for the first time, we were able to connect with customers from our web site using our "Click to Chat" feature. Our Contact Center employees were able to log in from home and monitor and respond to chats with customers. While our ability to address some issues was limited, they were, for example, able to help someone sign up for online banking. We'll continue to use this during outages and delays this year.

So, if you find yourself stuck at home in the snow and have a question for us, check out our website. There's a good chance we'll be available to "Chat".



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