Verification that fails silently
Selfie or document checks can fail on specific devices with no clear error, and the applicant just disappears.
For BankingEvery abandoned account application is a customer your competitor just acquired.
Every abandoned account application is a customer your competitor just acquired.
DeepSync helps you understand why.
Opening a bank account should take minutes, not multiple failed attempts. From digital onboarding and KYC to loan applications and transfers, DeepSync helps banks understand where applicants struggle and how to improve digital experiences without compromising compliance.
Digital onboarding analyticsKYC & account opening insightsSession replay with sensitive-field maskingEnterprise-ready in under 5 minutes
The challenge
Banking isn't losing customers because of interest rates. It's losing them because of digital friction.
Identity verification, regulatory disclosures, document uploads, OTP verification, and device validation create dozens of opportunities for a customer to abandon the process.
OTP delays that break trust
A message that arrives after the countdown expires forces a retry — and every retry is a chance to give up.
Applications that restart from zero
Customers who lose progress mid-application often don't come back to finish it.
One experience, many ages
A flow tuned for younger digital-first users can quietly fail older customers, with no aggregate metric calling it out.
The solution
Where DeepSync helps
DeepSync helps banks understand exactly where trust is lost and where customer journeys need improvement.
Digital Account Opening
The first experience with your bank determines whether customers stay
Replay onboarding sessions to understand how applicants complete identity verification, upload documents, accept regulatory disclosures, and activate accounts. Reduce abandonment while remaining fully compliant.
- See exactly where identity verification fails
- Identify confusing disclosure or consent screens
- Reduce abandonment without changing your compliance requirements
Payments & Transfers
Customers expect every payment to feel instant
Analyze how users interact with UPI, IMPS, NEFT, RTGS, card payments, and beneficiary management. Identify friction before failed transfers become customer complaints.
- See where transfers stall or fail by payment rail
- Identify beneficiary setup confusion before it costs a transfer
- Catch device-specific payment bugs early
Loan & Credit Applications
Applying for credit should inspire confidence, not frustration
Understand where applicants abandon personal loans, home loans, credit cards, or business financing because of confusing eligibility checks, documentation, or verification steps.
- Track eligibility, documentation, and verification as one funnel
- See exactly where credit applicants lose confidence
- Increase completion without loosening underwriting
Digital Banking & Self-Service
Customers prefer solving problems themselves
Replay sessions to understand how users manage beneficiaries, download statements, update personal information, block cards, or reset passwords. Reduce branch visits and support calls by improving digital experiences.
- See which self-service tasks push customers back to a branch
- Identify where statement or document searches fail
- Reduce support call volume with replay-confirmed fixes
On the ground
What this looks like in a real week.
Banking scenarios DeepSync teams run into — and how each one gets fixed.
01
KYC drops before completion
A retail bank launches a fully digital savings account. Applications increase significantly, but completed accounts remain flat. DeepSync reveals applicants repeatedly abandoning after selfie verification because camera permissions fail silently on specific Android devices.
The bank introduces real-time camera diagnostics and fallback verification; completed account openings increase 18%.
02
OTP verification breaks trust
A bank notices unusually high abandonment during mobile verification. Replay sessions reveal customers repeatedly requesting new OTPs because messages arrive after the countdown timer expires.
The verification experience is redesigned with automatic OTP detection and clearer status indicators; verification success improves while support calls decline.
03
AI finds a mobile banking issue
After a mobile app update, fund transfers unexpectedly decrease. DeepSync AI identifies that customers can't scroll to the transfer confirmation button on smaller Android devices because the keyboard covers the bottom of the screen.
Engineering releases a hotfix the same day; transfer completion immediately returns to normal.
04
Loan applications stall midway
A bank launches instant personal loans through its mobile app. Replay sessions reveal applicants repeatedly leaving after income verification because required documentation isn't clearly explained.
The bank redesigns the application with contextual guidance and progress indicators; loan completion rates improve significantly.
05
Card activation creates friction
Thousands of customers receive new debit cards every week. Journey analysis shows many abandon activation because they confuse PIN creation with card activation.
The onboarding flow is simplified into clear, sequential steps; card activation success increases while branch visits decline.
06
Customers can't find statements
Support receives thousands of monthly requests for account statements. Heatmaps reveal customers repeatedly searching account settings because statements are hidden under an unexpected menu.
The bank redesigns navigation based on customer behavior; digital self-service adoption increases substantially.
07
Beneficiary setup feels risky
Customers abandon money transfers after adding new beneficiaries. Replay sessions reveal uncertainty around cooling periods and transfer limits because these policies aren't explained clearly.
The bank surfaces eligibility information during setup; transfer completion improves while support requests decrease.
08
Digital adoption slows for senior customers
A regional bank notices significantly lower mobile banking adoption among customers above 55. Replay sessions reveal larger forms, smaller buttons, and unclear navigation causing repeated errors.
The bank introduces an accessibility-focused experience with larger touch targets; digital banking adoption grows across older customer segments.
Built for this
Every feature, tied to a real workflow.
Session Recordings
Replay complete customer journeys from account opening and KYC to payments and self-service, and see exactly where customers hesitate before abandoning.
See the featureHeatmaps
See how customers interact with forms, disclosures, navigation, and payment flows, and optimize using real customer behavior.
See the featureAI Insights
Automatically identify recurring onboarding and payment friction across millions of banking sessions, and prioritize fixes with confidence.
See the featureUser Journeys
Visualize the complete path from application to first transaction and mobile banking adoption, and see exactly where customers lose momentum.
See the featureConversion Funnels
Measure every milestone from application started to active customer, and know exactly where applicants abandon.
See the featureRage Click Detection
Detect broken forms, failed uploads, and payment issues before they impact customer trust.
See the featureWhat leadership tracks
KPIs this team already reports on.
Account opening completion rate
Share of started applications that result in an activated account.
KYC completion rate
Share of started identity verifications that finish successfully.
First transaction rate
Share of newly opened accounts that complete a first deposit or transaction.
Loan application completion
Share of started loan or credit applications that reach final submission.
Digital banking adoption
Share of customers who actively use mobile or online banking rather than the branch.
Branch deflection rate
Share of service requests resolved digitally instead of requiring a branch visit.
Who uses it
One tool, every team, different questions.
Product
Improve onboarding, digital banking, payments, and lending experiences using real customer behavior.
Digital Banking
Understand how customers interact with mobile and web banking platforms to increase digital adoption.
Engineering
Replay production issues exactly as customers experienced them to reduce debugging time and improve reliability.
Operations
Identify bottlenecks in KYC, onboarding, payments, and account servicing before they impact operational efficiency.
Customer Experience
Reduce support calls and branch visits by improving digital self-service experiences.
Compliance & Risk
Analyze customer journeys while protecting sensitive financial information with configurable masking and privacy controls.
Leadership
Receive AI-powered summaries highlighting onboarding friction, digital adoption trends, and opportunities to improve customer experience.
Fits your stack
Works with the tools you already run.
Salesforce Financial Services CloudStripeRazorpaySegmentDatadogServiceNowZendesk
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FAQFrequently asked questions.
FinTech & Financial Services
