Contact Kotak Bank Old Support

by Master Ankur

This app has plethora of things to do but the app design is extremly poor. UX Designer did a good job but development team couldn’t build the UI. This app doesn’t save the state so any switch from this app to any other app or homescreen will male you lose the state were you were in the app and everything has to be restarted from scratch. Who develops such interfaces where you can’t preserve the state of the customer and everytime this app is switched, the state is gone. Biggest issue is when talking to the bot. First of all the bot has no machine learning and can’t reply to most of the questions. Then finally you get connected to customer service but even accidently switching the app will make you lose the iframe of customer care chat and all your wait and struggle is gone for a toss, restart again to connect to th agent. Every company on the globe are trying to minimize human interaction but kotak is the only company which is still living in stone age and believes that a customer can only be served after he calls the customer care and there is no thing called self serve.

by Tejas Arora

UI is too complex for any given user. There’s no need to house everything in the mobile app. Use SSO and take the user to web for non-app centric features. The UI is clunky, slow and unresponsive at times. It seems the app tries to group various features under specific buckets within the app which makes it even more confusing. Very hard to trace back the steps once you’re deep in the app. Accessing transactions is key app feature which shouldn’t take 4-5 screen taps. Why can’t the user scan a check with camera and e-deposits the check (this will save time and effort)?

If it were upto me, I would sit down with the UI designer to really re-think how the new digital india would interact with mobile app. Someone should seriously think about it at Kotak (banks need to think and do more on user experience front). Having just the core banking capabilities will not help Kotak to fight FinTech in near future.

by KotakCustomer

Very worst experience and full disappointed. For everything simple getting the answers like Sorry sir, pls visit nearest Branch..For phone update forcing to visit the Branch even in this COVID situation. I told that I don’t have access to my old phone number and request to update new phone which I can provide OTP. Is this due to security reasons? How about if ur customers effect by ur branch visit? How about the customers currently in other country for a year or so who don’t have access to old phone and wish to update their new India phone number? How about a new customer having my old phone number to open account in Kotak? I cannot update to new phone and other person can’t open new account.. without thing this basics how can take these weird decisions?This is nothing but loosing the customers and leads to redirecting other banks..