Decoding Trust, Social Proof, and Fear of Fraud

Your customer has three banking apps on their phone. They rarely open any of them.

When they need a loan? They call you. When they’re considering investments? They want to meet face-to-face. When something goes wrong? They won’t touch a chatbot – they demand a human.

You’ve probably noticed this pattern: in an era when you can order groceries, book flights, and call a cab with a few taps, financial decisions remain stubbornly personal.

The Trust Gap Nobody Talks About

Here’s what’s interesting: your customers aren’t afraid of technology. They’re using UPI for everything. They’re comfortable with digital payments. They’ve embraced fintech for transactions.

But ask them to apply for a mortgage through an app? Suddenly, they need to “think about it.” Suggest they open a mutual fund account online? They’d rather come to the branch.

Bain & Company’s 2025 study found that more than 70% of banking customers still prefer human interaction for big financial decisions, even when digital options are faster. The reason isn’t technology. It’s about what’s at stake.

When the Stakes Are High, Apps Don’t Cut It

Think about how your customers see it.

Ordering food online? If something goes wrong, they’re out ₹500. Annoying, but survivable.

Choosing an investment product? That’s their retirement savings. Their child’s education fund. Money they can’t afford to lose.

The bigger the decision, the less they trust themselves to make it alone. They want someone who’ll answer their questions and be accountable.

People Trust People, Not Algorithms

Your customers don’t make financial decisions in a vacuum. They ask their friends and family. They want to know: “Who else has done this?”

An app can’t tell them that their neighbor used the same loan product and it worked out great. An app can’t share stories about how other people in similar situations made it work.

But you can. That’s why they keep coming back to you. You’re not just processing transactions – you’re validating their choices through authentic experiences.

Fraud Fears Are Real

Your customers hear about fraud all the time – phishing scams, fake investment schemes, digital payment frauds. Every week, there’s a new story about someone losing money to a scam.

This creates hesitation when they use the app.

When they interact with you in person, that helps them analyse you and build confidence. That makes a difference.

What This Means for Banks and Insurers

The solution isn’t to stop digital transformation. It’s to stop thinking of human interaction and technology as opposites.

Your customers want the convenience of digital tools. They don’t want to lose the trust and guidance that comes from working with a real person.

What’s the answer? Give your relationship managers technology that makes them better, not obsolete. Give them tools that let them deliver personal service efficiently while maintaining that human connection.

This is where smart distribution management matters. Platforms built for financial services – like Vymo – help institutions strengthen their human networks instead of replacing them. These systems give relationship managers complete customer views, intelligent task prioritization, and automated workflows.

How does this impact the outcome? RMs can focus on building trust while technology handles the paperwork.

Trust Takes a Human Touch

Your customers will keep calling you instead of using apps. Not because they resist change, but because when it comes to their money, they need more than convenience – they need confidence. They need to hear that others have successfully done what they’re considering. They need protection from scams. They need someone who’ll take responsibility if things don’t go as planned.

The smart institutions get this. They’re investing in technology to strengthen their advisor networks, not to eliminate them. 

Vymo is helping 350,000+ users across 70+ companies deliver better service at scale, proving that the future isn’t digital-first or human-first – it’s both working together.

• Because your customers don’t really want apps or advisors, they want trust. And trust still comes from someone they know.