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Credit unions whose own websites make it hard for members to find information on routing numbers, overdraft protection, check ordering and 22 other frequently searched topics could miss out on new business or even new members, according to a study by support technology firm SilverCloud.

The analysis of more than 10 million searches performed on SilverCloud’s self-service answer platform, which the Portsmouth, N.H.-based company said over 200 banks and credit unions use, found that 25 phrases (see accompanying list) were the most commonly searched for topics on credit union and bank websites in 2018.

However, many credit union websites fail to provide robust answers or help for those topics, SilverCloud Vice President of Marketing DJ Haskins told CU Times.

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Tina Orem

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