3 Ways to Improve the Digital Banking Experience

New businesses are cropping everywhere, and you want yours to stand out from the rest. Part of this involves making your digital banking experience both thorough and user-friendly.

Research shows that today’s app users are impatient. If the mobile site takes longer than three seconds to load, nearly 87% of users abandon their task. The optimal load time per Google is under half a second — a hard target to reach when you have a decent amount of content on your page.

And if your digital checkout options require them to get up and find their wallets, you can “bank” on an abandoned cart.

So how can you make this digital banking experience easier for your consumers while keeping them secure and sophisticated?

The key is to connect your e-commerce store to a business that offers banking as a service platform. This takes the headache out of your side of each transaction. These tips will turn your digital banking process into a simple yet sophisticated experience.

  1. Invest in an Assistant – A Digital One, That Is

You know that little chat icon that shows up at the bottom of your screen on certain websites? It’s a digital assistant programmed to troubleshoot common problems, so you and your staff don’t have to.

These AI chatbots are becoming commonplace and are extremely beneficial to the user experience. If the customer has a problem or concern, they click on the chat box, and a conversation begins.

You’ll program your bot to answer the frequently asked questions and offer multiple solutions.

Because it’s a banking assistant, these AI features must meet all security regulations. You can program yours to ask specific questions and verify the answers.

Once the security is cleared, the chatbox begins a more detailed Q&A. If those options don’t solve the issue, the AI assistant can connect the user to a real person.

  1. Offer a Personal Touch

AI assistants provide significant advantages, but they can’t give clients the human touch that makes them feel secure with a transaction. A great deal and an easy checkout are attractive, but the personal touch is what finalizes many sales and keeps consumers loyal to your business.

Although the world is used to the integration of digital intelligence and commerce, this automated system is often a problem. Customers complain when services are too automated and connecting with a real person is difficult.

Your digital banking app should solve more problems than it creates. Let it help consumers walk through the basic issues, but give them a chance to get straight to a human if that’s what they prefer. You’re dealing with people’s money; they want to know everything will be fixed fast if there’s an issue.

  1. Market Thoroughly and Evaluate the Feedback

When you make any change in your platform, it’s wise to explain what’s going on to your customers. The digital experience is much easier if the person using it knows what to expect and is aware of the new products and services you offer.

For instance, if your business partners with a company that provides installment payment options, make that option known. You could generate more business when people know they have the ability to make payments on their orders without using a credit card.

How well you market these changes will determine part of the successful implementation. But if your advertising strategy is solid and your new services aren’t performing as you expect, they may not be meeting the digital banking needs of your consumers.

Follow up on those changes by asking your customers about their experience. Send out automated surveys after a transaction is completed and ask how the experience could be improved. Many customers will ignore the email, but those who answer it will provide invaluable feedback.


Whether you’re a bank providing digital services or an e-commerce business using online checkout for your transactions, you want your banking platform to be top-notch.

You can attract and keep consumers if you have a great product or service and a seamless checkout process. These three tips will help you improve your client’s digital banking experience, help you optimize sales and loyalty, and avoid the dreaded “abandoned cart.”