FAQs

Frequently Asked Questions

• Can we embed third-party widgets?

  Yes. We support embedding approved third-party tools and widgets when needed.

• Can members apply for loans directly from the site?

  Yes. We can integrate application tools so members can easily apply online.

• Do you integrate with online banking providers?

  We support integrations with common financial service providers to create seamless member experiences.

• Can we manage multiple locations or branches on the site?

  Yes. You can create and manage branch pages with hours, maps, and contact details.

• Can we archive outdated content instead of deleting it?

  Yes. You can unpublish or archive content without permanently removing it.

• Can we create landing pages for campaigns?

  Absolutely. You can quickly build and launch campaign landing pages within the CMS.

• Is there downtime during updates?

  We plan updates carefully to minimize or eliminate downtime.

• How do you handle platform updates?

  We manage updates behind the scenes and continuously improve the platform for all clients.

• Will our new site match our brand guidelines?

  Definitely. We design every site to align with your existing brand - or help you evolve it if needed.

• How many design revisions are included?

  We build revision cycles into our design process to ensure the final product reflects your brand and goals.

• Can we see design mockups before development begins?

  Yes. We provide design concepts and mockups so you can review and approve the direction before we build.

• Can you help us rethink our site structure?

  Absolutely. We'll work with you on sitemap planning and navigation strategy to improve usability and member experience. 

• Can we create alerts for urgent announcements?

  Yes. You can quickly publish site-wide alerts for closures or important notices.

• Does the platform include search functionality?

  Website search is an optional add-on feature.  We offer a standard search and AI search using Melodi AI search. 

• Can we categorize and tag content?

  Yes. Content organization tools help you manage categories and improve searchability.

• Do you support blog functionality?

  Yes. You can publish and manage blog posts directly within the CMS.

• Can we control when promotional banners appear?

  Yes. You can schedule banners and promotional content for specific timeframes.

• Do you provide backups?

  We will periodically copy your live website down to your development website, but we do not back up the live site.  That service is provided by your website host.  We do however, back up the development site daily. 

• Do you provide hosting?

  No. We do not host live websites, but we can recommend a host that checks all of the necessary compliance and security boxes. We do host a development site for you during development and after that you are welcome to use as a sandbox for large website updates. 

• Do you offer copywriting support?

  Yes. If you need help refining or rewriting content, we can support your team with messaging and clarity.  L9 VOICE includes an AI writing assistant called AiWrite. It used some basic instructions and your brand to help you write and refine your content. 

• Do you help with content migration?

  We do. We'll help move your existing content into the new platform and ensure it's organized and optimized. We can move as much or as little of your content as you would like based on project timing and your budget. 

• Why choose Level 9?

  Because we combine deep financial-industry experience with powerful technology and a collaborative, human approach, and we're with you every step of the way.

• Will our site grow with us?

  Definitely. L9 VOICE is designed to scale as your needs evolve.

• Is the platform secure enough for financial institutions?

  Yes. Security is built into everything we do, from architecture to daily operations.

• Can we request a demo?

  Yes! We're happy to walk you through the platform and answer any questions. To get started request more information.

• How do we get started with Level 9?

  The first step is reaching out to us through our contact form to start a conversation.

• Can we request new features?

  Absolutely. We regularly work with clients to enhance and extend the platform.

• How does Level 9 support performance?

  We build sites with performance and reliability in mind, using modern best practices.

• Does Level 9 help with strategy and planning?

  Yes. We work closely with you to plan your site structure, content, and goals.

• Can we manage multiple content types in one system?

  You can. Pages, menus, media, content blocks, and more are all managed in one place.

• Can we customize templates?

  Yes. We provide flexible templates that can be customized to meet your content needs.

• Can we get training on how to use the CMS?

  Yes. We provide onboarding and guidance so your team feels confident using the platform.

• What kind of support do you offer?

  We're known for responsive, helpful support. Response times depend on your service agreement.

• Can we create promotional banners or alerts?

  Yes. Our tools make it easy to create promotional messages, banners, and targeted notices.

• Can multiple people work in the CMS at once?

  Yes. Multiple users can work in the system, each with their own role and permissions.

• Can we manage media like images and files?

  Yes. You can upload, organize, and manage images and other media directly in the CMS.

• Who makes up the Level 9 team?

  Our team includes designers, developers, engineers, and project managers with deep experience in financial institution websites.

• Where is Level 9 located?

  We're based in Vermont, but we work with clients across the country.

• How long has Level 9 been around?

  We've been partnering with financial institutions since 1995.

• Are CMS updates included?

  They are. Platform updates and enhancements are included for our clients.

• Is ongoing maintenance included?

  Yes. We continuously maintain and enhance the L9 Platform so you benefit from ongoing improvements.

• Can you help with SEO?

  We do. We build sites with SEO best practices in mind and can help improve visibility and search performance.

• Will our website be mobile-friendly?

  Absolutely. Every site we build is fully responsive and optimized for mobile, tablet, and desktop devices.

• Does Level 9 handle website design too?

  Yes -- design is a big part of what we do. We create brand-inspired designs that look great and work beautifully on all devices.

• Can Level 9 build custom features or applications?

  Definitely. We design and develop custom web applications tailored to your specific needs.

• Can we create forms and event signups?

  Yes. L9 VOICE offers tools for building forms and managing event registrations.

• Can rates power calculators on the site?

  Absolutely. Rate tables can feed real-time data into loan and savings calculators using rate tokens.

• Can members receive rate alerts?

  Yes. Visitors can sign up for email notifications when rates they care about change.

• How does rates management work?

  The rates management tools let you manage, schedule, and display rates across your site from one central location. Rate tables also produce rate tokens allowing you to display rate values in banners and content which update when the rate table changes.

• Do you track administrative changes?

  Yes. The audit logs track administrative actions to support oversight and compliance needs.

• Can we control who has access to edit or publish content?

  Yes. You can assign roles and permissions so users only have access to what they need.

• What security features are included?

  Security is a top priority for us. We offer granular permissions, secure and tested code, audit logging, strong password policies, and multi-factor authentication.

• Can we insert custom code if needed?

  Yes. For advanced use cases, L9 VOICE allows page-level custom code inserts when needed.

• How do we manage navigation menus?

  Menus are managed directly within the CMS and update automatically as your site structure changes.

• Can the same content be reused across multiple pages?

  Yes. You can reuse and update content in one place and see those changes reflected everywhere it's used.

• Can we see how personalization is performing?

  Yes. Personalization reporting helps you understand how personalized content is impacting engagement and conversions.

• How does content personalization work?

  Personalization lets the website show different content to different visitors based on their interests or behavior, helping you deliver more relevant and engaging experiences.

• Can content be scheduled ahead of time?

  Absolutely. You can schedule content to publish automatically at a future date and time and set start and stop dates for banners, promotions, content etc.

• Can we preview changes before they go live?

  Yes! You can preview pages and content before publishing so you always know exactly how things will look. You can also share preview pages with staff outside of the CMS.

• Do we need technical skills to use L9 VOICE?

  Not at all. We designed the platform so you can confidently edit and manage content without needing coding or technical expertise. For those that have more technical skill, there are optional advanced features.

• What is L9 VOICE?

  L9 VOICE is our proprietary content management system (CMS) that powers the website we design and build. It gives you powerful tools for publishing, personalization, rates, security, and more, all in one place.

• Who does Level 9 work with?

  We primarily work with credit unions, community banks, realtor associations, and insurance agencies, helping them create modern, effective websites that serve both members, customers and staff.

• Who is Level 9?

  We are a website and software design and development company based in the USA with over 30 years of experience. We build powerful, secure websites and software.

• What are all of the features of L9 VOICE CMS?

  L9 VOICE CMS includes all essential tools for managing your website.  Standard features include:

  Content & Pages

  • Build unlimited pages and blog posts with easy formatting and scheduling

  • Preview updates before publishing and track version history

  • Add FAQs to keep members informed

  Alerts, Media & Promotions

  • Create eye-catching banners, ads, and promotions in minutes with animated options

  • Embed videos and reusable content blocks effortlessly

  • Design responsive layouts and comparison charts that engage members

  • Post and schedule alerts and notifications

  SEO & URLs

  • Optimize page titles, URLs, metadata, and sitemap for search engines automatically

  • Control indexing and prevent broken links with smart redirects

  • Use friendly URLs for marketing campaigns

  Rates & Financial Tools

  • Manage rates with live previews and maintain a full archive for transparency

  • Allow members and customers to sign up for rate change alerts

  Admin & Security

  • Add unlimited admins with flexible access control

  • Protect logins with strong passwords and two-factor authentication

  • Track all activity in audit logs and stay secure with regular vulnerability scans

• Will we be able to use our own colors and fonts?

  Yes! Every website project begins with a custom style guide tailored to your credit union's brand - who you are and who you want to become. The guide captures your fonts, colors, image styles, and other design elements, and serves as the blueprint for the website we create, ensuring your site reflects your unique identity.

• Can I make my own updates, or do I have to submit a ticket?

  Yes! With VOICE, you have full access to update content, rates, banners, and header/footer elements - even custom code, CSS, and scripts. If you ever want extra help, your dedicated project manager is just a call or email away. No tickets, no complicated systems, and no getting lost in a maze - just simple, straightforward control.

• Can you integrate third-party tools?

  Yes! In fact, we might be the best in the industry at integrations. We routinely connect online banking logins, location/map APIs, rates feeds, chat tools, marketing platforms, and tracking scripts - and our engineers thrive on challenges. Whatever tool you need, we can make it work seamlessly with your website.

• Do you have AI tools?

  Yes! VOICE includes a built-in AI copywriting assistant called AI Write, which uses your brand information and voice as part of its prompt to help your team draft, refine, and optimize content faster - and more consistently.

  We also offer optional AI-powered website add-ons through our 3 Spark product line, including:

  • Melodi - AI chat for member engagement
  • Harmoni - Intelligent website search
  • Symphoni - On-site website assistant

  These tools are designed to enhance the member experience while giving your team practical, secure ways to use AI - without adding complexity.  They're also multi-lingual, capable of translating or conversing in 10+ languages, so you can reach all of your members effectively.

• Are there add on tools available?

  Yes! VOICE comes with everything you need to power your website, but we also offer advanced tools to help you take it to the next level. These include:

  • Personalization - tailor content for different members

  • Calculators, forms, and polls - engage and capture member input

  • Location-specific content, alerts, and footnotes - provide relevant info where it matters most

  Plus, our Spark AI products - Melodi, Harmoni, and Symphoni - are available as optional add-ons to enhance the member experience even further.

• Are the websites you build AI-ready?

  Yes! Every site we build is thoughtfully structured with an AI and SEO-centered content strategy. We use clean site architecture, schema markup, and well-optimized metadata to help search engines and AI-powered search tools clearly understand and surface your content. The result is a website that's built to perform today and stay discoverable as search continues to evolve.

• Will my website be secure?

  Yes. Security is a top priority for us. That's one of the reasons we built VOICE from the ground up instead of using an open-source CMS like WordPress. We can fully vouch for its security. VOICE includes built-in multi-factor authentication to keep unwanted visitors out, and we perform routine vulnerability and penetration testing to stay ahead of evolving threats. Combined with regular updates, security patches, and secure hosting, your website is designed to meet the high standards credit unions require - so you can focus on serving your members with confidence.

• Will my website be fast?

  Yes! VOICE is built with clean, efficient code and automatic image optimization to keep page load speeds fast. We test performance throughout development and at launch to catch and fix any issues. While some third-party tools can impact speed, we'll identify them upfront and explain exactly how they may affect your site - so you're never left guessing.

• Will my website be accessible?

  Absolutely. Every VOICE website is designed to meet or exceed WCAG accessibility standards, so all members, including those with disabilities, can navigate and use your site. Accessibility is built in from the very start: we check color contrast and font sizes during the style guide stage, and continue testing throughout development to catch any issues.

  Because some accessibility problems arise from content mistakes, we also provide training to help your team avoid them. Before your website goes live, you'll receive a comprehensive accessibility report showing a clean bill of health. Third-party tools or older PDFs may surface in the report, but you'll know exactly what the issues are and we'll help you address them.

• Where will my website be hosted?

  We're flexible and can work with a variety of hosting solutions, but we do have our favorites. We'll recommend a provider that checks all the boxes - security, reliability, and support - so your site is hosted with the same level of care and attention we give our clients every day.

• How long will it take?

  A typical website redesign project takes about 5-7 months from kickoff to launch. This timeline allows for thoughtful strategy, design, development, testing, and collaboration, so your site is done right, not rushed.

• Will this work with my current domain?

  Yes!  We'll help you point your domain at your new website when it's ready to go live.

• Do you offer ongoing support or maintenance?

  Yes! We're known for lightning-fast response times and exceptional support. Your VOICE license includes all upgrades and security patches for the CMS and any add-ons you choose, so your website stays secure, up-to-date, and running smoothly - without extra hassle.

• Who are your current clients?
  • Greylock Federal Credit Union
  • Chartway Credit Union
  • America's Credit Union
  • Lookout Credit Union
  • Heritage Family Credit Union
  • APG Federal Credit Union
  • Knoxville TVA Employees Credit Union
  • Granite State Credit Union
  • Hanscom Federal Credit Union
  • SCU Credit Union
  • Citizens Equity First Credit Union
  • LGE Community Credit Union
  • Democracy Federal Credit Union
  • Essential Federal Credit Union
  • Gain Federal Credit Union
  • Royal Palm Coast Realtors Association

  and many more across the country...

• Is this wordpress?

  No. VOICE is our custom-built CMS, designed specifically for credit unions. Because it's purpose-built, not open-source, it's more secure by design, easier for non-technical teams to use, and fully customizable without plugins or workarounds.

  VOICE is scalable, flexible, and built and maintained in the USA since day one. That means when you need something to work for your credit union, the answer is never "we can't do that" - it's "let's build it."