Submitted by
İşbank Group
As a result of its historic commitment of contributing to the industry of the country, Isbank has acquired numerous participations over time and has taken part in the establishment of certain industries. Although the Bank has disposed many of these, it still has an extensive participations portfolio. By the end...
TurkeyCategory
Business Model TransformationKeyword
Customer experience, Operational excellence & efficiency, Customer service, Video services, Digital channels & Omnichannels, HR & New ways of working, Branch & Physical distribution
Innovation presentation
Before smartphones came into our lives, messaging via SMS was a frequently used communication method. Services have been developed by companies and institutions based on this communication method. Due to the nature of SMS, the services in question are one-way and are used mostly for informational purposes.
The introduction of smartphones and the increase in broadband internet usage let messaging applications such as WhatsApp and Telegram to be used and replaced the communication via SMS.
With the technological development of smartphones and the increase in internet connection speed, in addition to messaging, voice and video calling services over the internet have also begun to be used. The widespread use of these services has been made possible mostly by Skype.
Messaging, voice and video calling services have become singular over time and integrated as in today's WhatsApp and Telegram applications.
As the use of messaging applications on smartphones increases over time, even people who have never used a computer before have started to use messaging applications by owning a smartphone.
This change has created a need to review the communication technologies used to communicate with our customers (SMS, e-mail and phone call) and has led to a search to implement communication methods that are popular among people.
In line with our goal of providing seamless customer experience, we integrate innovative solutions into all our processes to enhance interactions at all touchpoints and ensure that our customers can access banking services whenever and wherever they need them.
By adapting to changing trends, SDK, which provides messaging, voice and video calls, has been added to our mobile banking application İşCep. Thus, the communication method of our Branches with our customers has been made compatible with today's technologies. In addition to that, customers can share documents via İşCep with this technology.
This innovation makes customer engagement one click away. The branches are able to contact more customers in same time period. After learning this way of communication, the customer reaction changes immediately since they know from WhatsApp.
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