When severe weather strikes, community banks & credit unions face tough decisions: prioritize safety or keep operations running? Thanks to Directlink’s Virtual Banker, United Bank of Georgia didn’t have to choose. During last week’s snow and ice event, the bank confidently closed its Call Center, allowing employees to stay safe at home, while the Virtual Banker seamlessly handled over 1,200 calls in a single day.
For United Bank of Georgia, ensuring the safety of employees was a top priority during the unexpected winter storm. By leveraging Directlink’s Virtual Banker, the bank ensured that customer service never faltered. Customers continued to receive real-time assistance with their inquiries, even as human representatives stayed off the icy roads.
Lori Tucker, Chief Experience Officer at United Bank of Georgia, highlighted the impact:
“Our Virtual Banker allowed us to keep our Call Center closed during last week’s snow and ice event, ensuring our employees could stay safe at home. She handled over 1,200 calls that day with ease!”
Using Directlink’s Campaign Dialog feature, United Bank was able to quickly adapt to the weather conditions through a fully self-service approach. Here’s how they set up their campaign:
1. Provided the dates and times the campaign would be live in their phone system
2. Activated the campaign to make it available immediately
4. Saved and published that greeting through Directlink’s content publication pipeline
5. Adjusted hours of operation temporarily to reflect the winter storm
Seamless Technology, Human-Centered Results
The success of the Virtual Banker goes beyond just call handling—it’s about enabling community banks and credit unions to adapt without sacrificing customer satisfaction. For United Bank of Georgia, this meant keeping their employees safe while still meeting the needs of their customers.
By taking on routine tasks, Virtual Banker not only ensured uninterrupted service during the storm but also empowered human team members to focus on high-priority matters once the weather cleared.
A Proven Solution for Unexpected Challenges
At Directlink, we understand the importance of reliability in all conditions. Whether it’s a weather emergency or an unexpected surge in customer needs, Virtual Banker is here to keep community banks and credit unions running smoothly.
United Bank’s experience during the snowstorm is just one example of how Directlink’s solutions transform how organizations serve their customers.
Ready to weather any storm?
Discover how Directlink’s Virtual Banker and Campaign Dialog feature can empower your financial institution to adapt and thrive in any situation. Contact us today to learn more.
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