Drove Adoption of New Online Banking Portal with In-App Guidance and On-Demand Support

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The bank's new online banking portal faced low adoption rates and a high volume of customer support queries due to a non-intuitive user experience. By leveraging Whatfix’s in-app guidance and Self Help, the bank significantly improved user adoption, reduced support queries, and enhanced overall customer satisfaction.

The online banking portal, serving as the bank’s front end, suffered from a non-intuitive user experience, leading to frequent drops in deposits and loan account openings. Customer service representatives were overwhelmed with “how-to” queries from new account holders, such as resetting login pins, opening accounts, depositing money, and other basic online banking tasks. This resulted in a high volume of support tickets and poor customer experience due to a lack of immediate value realization.

Whatfix organized role-based support content within an in-app Self Help center, targeting end users with profile-specific guidance. Live training sessions were reduced in favor of in-app guidance and self-service support. Contextual in-app guidance drove account holder and client application adoption, enabling self-serve onboarding and training for new customers.