Insights for Banks and Credit Unions

Digital Support Trends: Banking Consumer Searches Week-by-Week Analysis

Digital Support Trends: Banking Consumer Searches Week-by-Week Analysis

The week-by-week analysis of what banking customers are looking for in your digital channels. The findings highlight key trends in digital banking channels based on usage from over 200 banks and credit unions and approximately 1,000,000 questions asked on our platform each month.

Usage for Digital Support has never been higher. We are seeing daily usage increase 5% each day and usage of Chatbot has increased 50%. Your customers have more questions than ever.

March 2020

Top Banking Customer Searches By Week

Top Banking Customer Searches


March, 2020 will be a month long remembered in world history. As the world was forced to deal with the scary realities of COVID-19, banking was pushed towards digital.

03/23/20 – 03/29/20
The last week of March saw a decrease in the number of lending related questions in the top 10 searches, but did see an increase in Skip a Payment and Overdraft related questions. It also so an increase in questions related to banking customers looking to utilize virtual banking services: Zelle, Direct Deposit, Transfer Account Number, Routing Number.

Digital Banking Search Trends

03/16/20 – 03/22/20
The third week of March saw a drastic increase in product related questions, particularly around lending. The number of questions around Rates, Mortgages, Refinance and Loan shot into the top 10 as banking customers were researching lending options, most likely due to the COVID-19 pandemic and its impact (historically low rates, uncertainty surrounding job security and looking to lower monthly expenses).

Digital Banking Search Trends

03/09/20 – 03/15/20
In the second week of March, we saw Online Banking questions dramatically rise as banking customers were forced to login or register, many for the first time. We also saw an increase in questions around Hours and Reset Password, again people were wondering when and if branches were open and how to get into mobile banking.

Digital Banking Search Trends

03/02/20 – 03/08/20
The first week of March we saw the typical banking questions (Routing Number, Account Number, Transfer, Travel etc) and as well as typical month end tax questions – Quicken (to export statements), 1099 and TurboTax (for taxes).

Want to stay up to date on the latest search trends? Bookmark this page and check back each week for updated data. 

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