[Updated April 2025]
Why Human Interaction Still Matters in a Self-Service Banking World
As credit unions embrace self-service tools—like online banking, mobile apps, and smart kiosks—it’s easy to think that technology is replacing people. But the truth is: human interaction is more important than ever.
In fact, industry experts agree. In an American Banker article, Dave Martin writes that “in a self-service world, human interaction is a differentiator.” And in a more recent opinion piece, Bodhi Silberling makes the point clear: AI won’t replace human bankers—it will support them. Because at its core, banking is still about trust and relationships.
The Role of Branch Staff Is Changing—Not Disappearing
Technology handles the easy stuff: checking balances, moving money, scheduling appointments. But when members visit a branch, they’re often looking for something deeper:
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Advice on buying a home
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Help fixing a problem
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Someone to walk them through a complex process
These are moments that require empathy, listening, and personal guidance—things no machine can truly replicate.
How Better Lobby Supports Human-Centered Service
Better Lobby’s tools help make sure your staff can focus on the member, not the paperwork:
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✅ Kiosk and online check-ins reduce lines and keep things flowing
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✅ Visit Purpose and History let staff prepare before the member even sits down
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✅ Appointments ensure members get quality time with the right expert
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✅ Reporting tools give managers insight into service quality, wait times, and staff performance
When technology takes care of logistics, your team can take care of what really matters: building relationships.
The Role of Appointment Scheduling in Human Interaction and Personalized Service
In today’s world, members expect more than just quick service—they want personalized experiences. That means being greeted by name, getting help from someone who understands their needs, and feeling confident that their time is respected.
Appointment scheduling is one of the easiest ways to deliver that kind of service—and Better Lobby makes it simple.
Personalization Starts with the Booking Experience
When a member books an appointment using Better Lobby, they can:
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📸 See photos of available staff
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🧑💼 Choose a team member based on role, language, or area of expertise
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🌐 Pick the appointment type they prefer—in-person, video, or phone
This gives members control and comfort before they even step into the branch (or log into a meeting). It also ensures they’re matched with the right person for their needs.
Why Human Interaction Matter
Personalized scheduling improves the experience for everyone:
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✅ Members feel seen and supported
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✅ Staff are prepared and confident for each meeting
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✅ Appointments are smoother and more productive
Whether it’s a loan consultation, account opening, or just a quick question, the right appointment setup helps create a positive, trusted interaction.
Built for Modern Credit Unions
Better Lobby’s appointment system is designed specifically for credit unions. It offers:
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💻 Online and mobile booking—no app needed
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🧑🤝🧑 Face-to-face appointments for in-branch service
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📹 Video appointments for remote convenience
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📞 Phone appointments when members prefer a quick call
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📲 Customizable staff bios so members know who they’re meeting
It’s all about meeting members where they are—on their terms.
Final Thoughts
In a busy, digital-first world, members want convenience without losing the personal touch. Appointment scheduling with Better Lobby gives your credit union the best of both: a modern system that makes booking easy and a warm, human experience that builds trust.
When members choose who they meet with and how, every appointment feels more like a conversation—and less like a transaction.
The following section is the original post from March 2014. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
In his article on retail trends, Dave Martin of Financial Supermarkets Inc does a great job of describing how, in a self-service world, human interaction Is a differentiator.
Key Takeaway: technology matters, but the team members’ future is being the human face of the organization.
