While mobile banking continues to grow in popularity—especially among younger generations—the branch experience is far from obsolete. A recent survey by the American Bankers Association showed that while 10% of people prefer mobile banking, a growing 21% still prefer visiting a branch. That’s up from 18% the year before.
Why? Because when it comes to important, complex services like opening a new account or applying for a loan, members still want face-to-face interactions with staff they trust.
At Better Lobby, we believe credit unions don’t have to choose between digital and in-person. Instead, we make it easy to connect both channels into one seamless member journey.
Make It Easy to Meet with Members—Anytime, Anywhere
Here’s how Better Lobby supports both mobile-first convenience and the personal service of a branch visit:
🗓 Mobile Appointment Booking
Let members schedule appointments from their phone, 24/7. Staff can prep for the meeting in advance, improving service and efficiency.
📍 Branch-Level Dashboards
Know who’s coming in, when, and for what—so your team is ready and your branch is running smoothly.
📱 Online Queueing
Members can join a waitlist remotely, minimizing in-lobby time and making the experience feel faster and more respectful of their schedule.
👋 Flexible Staff Scheduling
Support universal banker models with tools that adapt to how your team works—including cross-branch and video-based appointments.
Key Takeaway
Even in a mobile world, branches still play a critical role. With Better Lobby, your credit union can offer the mobile-first tools members expect while delivering the personal, efficient branch experience they still value. It’s not about replacing the branch—it’s about empowering it.
While the Internet remains America’s most popular banking method, mobile banking has steadily gained momentum and is now preferred by 10 percent of consumers – up from 8 percent in 2013 – according to a recent survey by the ABA. This is certainly understandable considering the popularity of mobile banking, especially among younger consumers accustomed to doing everything on their mobile devices.
Yet upon closer examination of the survey, which was conducted ABA by Ipsos Public Affairs which is an independent market research firm, it is obvious that branches remain relevant and popular. In fact, the second most popular way to bank – visiting a branch – actually increased to 21 percent in 2014 over 18 percent in last year’s study. The report concludes that “when people are conducting a complex transaction like opening an account or applying for a home or business loan, they often prefer to do it in person. We’re seeing a branch renaissance in some areas, with many institutions transforming their branches to become more efficient and customer-friendly.”
Key Takeaway: When it comes to being “more efficient and customer-friendly,” it is hard to beat online and mobile appointment setting capabilities to connect Mobile users to branch staff. Our Better Lobby Mobile Appointment Booking Tool increases efficiency by allowing staff to prepare for the member meeting in advance, and the Booking Tool can be used day or night, seven days a week, enabling members to arrange branch appointments when it is most convenient for them.
Why Appointment Scheduling Tools Matter in a “Digital-First” World
Today’s credit union members want the best of both worlds—digital convenience and personal service. They expect to manage their finances online, but still value speaking with someone face-to-face when things get more complex.
That’s where appointment scheduling tools come in.
Better Lobby’s appointment system helps credit unions meet members where they are—on their phones, tablets, or computers—while still making it easy to connect with branch staff. Whether it’s opening an account, applying for a loan, or getting expert advice, members can book a meeting on their own schedule and feel confident someone will be ready to help.
It’s a perfect example of “Digital First, Not Digital Only.” Instead of forcing members into just one way to connect, Better Lobby supports flexible, personalized service—online, in person, or by video—making every experience smoother and more human.
What Makes Better Lobby’s Appointment Tool Unique
Not all appointment tools are created equal. Better Lobby’s appointment system is built specifically for credit unions—and it shows.
No app needed. Members can book appointments right from their phone or computer using a web browser. It’s fast, easy, and doesn’t require any downloads.
Integrated with Outlook. Once an appointment is booked, it appears automatically in the staff member’s Outlook calendar. That means no double-booking and better preparation for every meeting.
Real-time confirmations. Members get instant confirmations and reminders via text or email, so they always know their appointment is set.
Customized for your credit union. The look and feel of the booking tool can be fully branded with your logo, colors, and language—so it feels like part of your credit union, not a third-party tool.
Flexible meeting types. Whether it’s in-person, by phone, or by video, Better Lobby supports all appointment types in one simple platform.
Better Lobby helps you deliver smarter service, with less hassle—for your members and your staff.
Operational Benefits for Credit Unions
Better Lobby’s appointment tool isn’t just great for members—it’s a game-changer for branch operations, too.
Less lobby traffic, shorter wait times. With more members booking ahead, your team can manage the flow of visitors and avoid long lines or crowded lobbies.
Smarter staffing. Knowing who’s coming and when helps managers schedule staff more effectively, especially during busy hours or for specialized services.
More prepared staff = better results. When staff know the purpose of an appointment ahead of time, they can prepare for the conversation—leading to higher satisfaction and more successful sales or service outcomes.
Lower stress, smoother days. A steady, predictable schedule helps reduce pressure on your team and makes visits more pleasant for members.
Better Lobby brings order to the branch experience, making your team more efficient and your members more satisfied.
Better Member Experience from First Click to Final Handshake
When members can choose how and when they connect, everyone wins.
Appointment control = happier members. With Better Lobby, members pick a time that works for them—no waiting on hold or showing up unsure of when they’ll be seen.
Perfect for mobile-first lifestyles. Whether at home, on lunch break, or on the go, members can book from their phone in just a few taps.
Easy to reschedule. Life happens. Better Lobby makes it simple for members to rebook or cancel their appointment with a quick click—no stress, no extra calls.
Open all the time. Booking is available 24/7, so members don’t have to wait for business hours to set up a meeting.
From the first click to the final handshake (or video wave), Better Lobby helps members feel in control, supported, and satisfied—every step of the way.
Supporting All Branch Types—Traditional, Retail, and Remote
No matter what kind of branch you have, Better Lobby fits right in.
One tool, many locations. Better Lobby works in traditional branches, modern retail-style locations, and even remote service hubs. It adapts to your setup—big or small.
Flexible for every environment. Whether you’re serving members in a quiet community branch, a busy downtown center, or through a video support team, Better Lobby keeps everything organized and running smoothly.
Supports hybrid service. Members might start their journey online and finish in person—or the other way around. Better Lobby makes that switch seamless, so members feel supported no matter how they choose to connect.
It’s one system that brings all your service channels together, helping your credit union deliver smart, flexible support—wherever your members are.
Key Takeaway: Smarter Scheduling, Better Service
As credit unions evolve to meet modern member expectations, tools like Better Lobby offer the best of both worlds—digital convenience and personalized, human service. From reducing lobby wait times to supporting video, phone, and in-branch appointments, Better Lobby helps your team stay organized, efficient, and ready to serve.
Whether your members prefer to book from their phone at midnight or walk into a busy branch during lunch hour, Better Lobby ensures every visit feels smooth, professional, and member-focused. It’s not just about managing time—it’s about making every minute count.