Custom Journey for Member Engagement

Chimney Home allows financial institutions to create a seamless and personalized experience for homeowners by offering multiple ways to connect with support or take action on offers. The "Custom Journey" feature lets institutions customize the contact methods available to members, ensuring they can choose the most convenient way to engage with their financial institution. These options are fully configurable in the admin dashboard and can be tailored to fit the needs of each institution and their members.

Contact Methods Available

Financial institutions can select from the following options for members to reach out or proceed with an offer:

Email

• Members can choose to send an email directly from their Chimney Home portal.
• This is ideal for less urgent inquiries or when members prefer written communication.
• Financial institutions can pre-set the recipient email address, ensuring messages go directly to the relevant team.

Meeting Booking Link

• Allow members to book a virtual or in-person meeting with a representative.
• Integrates with calendar systems like Outlook or Google Calendar to show available time slots.
• Members can select a time that fits their schedule for a more personalized interaction.
• Suitable for homeowners needing in-depth consultations or guidance on complex financial decisions.

Phone Number

• Display a direct phone number for members to call and connect with a representative immediately.
• Supports members who prefer real-time conversations or have urgent queries.
• Institutions can set specific hours for phone availability, ensuring that calls are directed to support when it is available.

In-Person Loan Officer Appointment

• Members can schedule an in-person appointment with a local loan officer.
• Ideal for homeowners who value face-to-face interactions, especially for significant decisions like mortgage refinancing or new home purchases.
• Allows members to choose a convenient location and time to visit their nearest branch or loan officer.

Configuring the Custom Journey

The admin dashboard offers a simple interface for selecting and customizing the journey options that will be available to members. Institutions can configure these settings to align with their customer service capabilities:

• Toggle Options: Enable or disable any of the contact methods to match the support capacity and preferences of the institution.
• Customize Messaging: Tailor the text and prompts that members see when choosing their preferred method of communication.
• Set Availability: Define the hours for phone calls or meeting bookings to ensure members know when representatives are available.

Showcasing Contact Options to Members

Once configured, these options will appear at key points within the Chimney Home experience, particularly when a member is reviewing or selecting an offer. The seamless integration ensures that members can quickly choose their preferred communication method without leaving the platform.

• Visibility During Offer Selection: When members explore offers like HELOCs, Home Equity Loans, or Refinance options, they can immediately select their desired method of engagement.
• Integrated with Notifications: Email reminders or push notifications can include links to the selected communication method, making it easy for members to take the next step.

Benefits of the Custom Journey Feature

• Enhanced Member Experience: Members can engage with their financial institution through the channel they feel most comfortable with, increasing satisfaction.
• Increased Conversion Rates: Offering multiple ways to get in touch or book appointments increases the likelihood of members taking action on offers.
• Optimized Resource Management: Financial institutions can manage availability and streamline the scheduling of appointments, ensuring efficient use of resources.

Summary

This customizable journey feature ensures that members have a flexible and accessible path to explore their financial options, making it easier to move forward with offers that suit their needs. It empowers institutions to deliver personalized support, ultimately fostering a more engaging banking experience.