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BANKING TECHNOLOGY | Tony Chua, Australia

National Australia to upgrade web presence

Lender to sign up Twitter and YouTube as it goes for more tools, resources and richer content.

NAB updates its site and announces plans for further upgrades over the next few years on the heels of a review of its online footprint last year.

Chris Smith, NAB's general manager for digital, says that the needs of customers have changed over the past decade. He says that the site has become a critical part of the company's customer service thrust because it attracts 3.5 million visitors a month.

The bank started seeking feedback from customers in December 2009. The feedback eventually convinced NAB to set up Twitter and Youtube accounts and update its Web site. The revamp was aimed at creating a simple layout that is easy to navigate and has an improved search function.

Smith adds that NAB did not use any new systems for the revamp, adding that the update will be implemented as part of the bank's core banking upgrade.

View the full story in International Business Times.

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