Nationwide develops search facility for web banking

Nationwide Building Society has built a search facility for its banking website, claiming it is the most advanced of its...

Nationwide Building Society has built a search facility for its banking website, claiming it is the most advanced of its kind.

Customers of the society, which launched the UK’s first internet banking service in 1997, can type in a question about their account, rather than having to use key-word searches offered by other banks, according to Nationwide.

Nationwide has 1.8 million registered users for its internet banking site and about 750,000 customers use the site in a typical week.

The search facility is based on software from RightNow Technologies, a specialist in customer relationship management technologies, which also provides software to support the Nectar card reward scheme.

If customers are unable to find an answer to their query an e-mail is sent automatically to a Nationwide support team who then provide an answer. All questions and answers are added to the RightNow database.

The facility will reduce the amount of customer queries that Nationwide staff have to deal with and will also help make the banking website easier to use, said Paul Towers, head of electronic channels at Nationwide.

“The knowledge the questions provide give us a good idea about what is missing from the site,” he said.

Nationwide had previously considered designing a search facility for the site but other projects, such as investing in technology to meet new mortgage regulations were a higher priority, he added.

 

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