PORTSMOUTH, N.H.—New data reveals trends around what consumers are asking on both financial websites and mobile banking.
According to SilverCloud, its Digital Banking Trends analysis examines data from its consumer support solution used by more than 200 banks and credit unions and which sees more than one-million consumer inquiries each month.
“As banks and credit unions have been forced to push consumers toward digital during the pandemic, there are some interesting trends outlining what questions banking customers have and how that has varied since March,” the company said.
Among the findings:
- For the week of March 9 -15, the company saw a spike in consumers looking for online banking assistance.
- For the week of March 16-22, the solution saw a huge spike in the number of lending questions related to rates, including refinancings.
Not surprisingly, given the number of branches closed to in-person traffic, the number of questions being asked increased between 5% and 8% a day since March 1, while usage of SilverCloud’s banking chatbot has also increased by 50% since March 1, the company said.