Prepared for Sarah L. | Delivered March 19, 2020
Umpqua's Messaging re COVID-19
To determine Umpqua's messaging re COVID-19 and means of communicating such information to their clients to be used to make recommendations to a client.
Umpqua is using its
to communicate with its clients about COVID-19 and has described themselves as being ready to handle challenges, their commitment to support customers throughout their footprint and their availability for queries on various channels including their Go-To app, and telephone contact. They have also included information about their stores that are closed as a result of COVID-19 and their opening hours during this time.
The company uses a similar messaging on its
with emphasis of its understanding of customers change in needs since their movements might be crippled during COVID-19. They emphasize that they are prepared by stating "we plan to be here for you—in our stores, through our customer service centers, and via Umpqua Go-To, which enables you to connect with a real human banker from the comfort of your own home".
They have also highlighted services that can be
easily accessed from home
such as online banking, their "dedicated Go-To financial expert" and the ability to check which locations are open online. Persons who don't mind waiting are reminded of other means of contact such as email, chat and phone.
Umpqua uses a website banner on their
business banking site
to inform clients of the availability of Coronavirus/COVID-19 Disaster Relief Lending that is being offered by the Small Business Administration.
This is conveniently placed above the contact information for their very own
Small Business Relationship Banker
, Tim Corrigan, who is described as a problem solver, unbiased in giving advice, able to provide real-time solutions and someone who helps "clients find the success they’ve been looking for".
On Twitter, Umpqua warns its clients and consumers to beware of online phishing that raises
cybersecurity issues during COVID-19
The company shows its ability to provide
to help both customers and consumers get through any rough periods that might be related to "COVID-19 or other economic disruptions".
It has published these insights on its website and has claimed that the company has
that can "keep [their clients' businesses] going when major disruption occurs".
Amidst the concerns about COVID-19, Umpqua is still encouraging clients to remain focused on protecting their
personal and financial health
It has also shared about this in its blog where it highlighted the company's goal of
keeping clients safe
with the use of their digital tool, Umpqua Go-To.
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