Banking Mobile app

About Client

Bank was born from one simple idea – a local bank serving international needs. In March 1865, opened its doors for business in Hong Kong, helping to finance trade between Europe and Asia. Bank was born from one simple idea – a local bank serving international needs. In March 1865, opened its doors for business in Hong Kong, helping to finance trade between Europe and Asia. We have been supporting our customers for more than 150 years. Today, we serve around 39 million personal, wealth and corporate customers worldwide in 62 countries and territories. The experiences of the past century and a half have formed the character of Bank. A glance at our history explains why we believe in capital strength, in strict cost control and in building long-term relationships with customers. The bank has weathered change in all forms – revolutions, economic crises, new technologies – and adapted to survive. The resulting corporate character enables to meet the challenges of the 21st century.

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Problem

Banks Vision is to go paper-less for all back-office services and also to reduce contact center cost which is huge for customer care-based services for there Retail Banking Business. Bank wants to drive world class user experience for there digital products to increase the customer satisfaction score (CSAT)

Solution

Enhanced Digital Platforms: Invest in upgrading and optimizing digital platforms, including the mobile banking app and website, to provide intuitive, user-friendly experiences for customers. This can include streamlining processes for card blocking/unblocking, statement downloads, fund transfers, and customer support interactions.

Self-Service Tools: Develop self-service features within digital platforms to empower customers to perform tasks independently, such as blocking or unblocking cards, downloading statements, and managing account preferences. This reduces the reliance on contact center support and enhances efficiency.

24/7 Support Chatbots: Integrate AI-powered chatbots into the digital platforms to provide instant assistance and support to customers round the clock. Chatbots can handle common inquiries, guide users through processes, and escalate complex issues to human agents when necessary, reducing the burden on the contact center.