BIDV receives 3 international awards for customer experience

With its continuous efforts to innovate and create outstanding customer experiences, the Joint Stock Commercial Bank for Investment and Development of Vietnam (BIDV) has received 3 international awards: Platinum Award in the category of "Excellent Customer Experience" presented by the Contact Centre Association Asia-Pacific (CC-APAC) and 2 Gold Awards in the categories of "Best Customer Experience" and "Contact Centre providing the best social network services", presented by the Contact Centre Association Singapore (CCAS).

BIDV received 3 international awards for customer experience.

In the context of an increasingly competitive financial market with high service quality requirements, customer experience is gradually becoming a key factor that makes a difference. Understanding the importance of bringing a better experience to customers, BIDV has promoted digital transformation, upgraded technology infrastructure, improved service processes and especially continuously improved the quality of customer care activities to increase customer satisfaction and engagement in a sustainable way. BIDV invests heavily in developing customer interaction channels, being present everywhere customers need with the most diverse number of channels among commercial banks in Vietnam. In particular, BIDV focuses on customer care on digital platforms - where customers regularly interact such as: e-banking applications and social networks Facebook, Zalo, Tiktok... Digital channels are equipped with self-service technology with AI Chatbot to promptly respond to customer needs 24/7. To bring convenience to customers, processes are increasingly improved to ensure that all customer requests are resolved immediately when interacting with the Customer Care Center with the highest quality of service, ensuring seamless consistency between channels and personalization to each customer. Not only promptly resolving customer needs, BIDV proactively listens and analyzes customer data at each touchpoint to identify breaks in the customer journey, thereby implementing proactive customer care campaigns, contributing to increasing positive experiences and customer engagement with the bank. In addition, customer data is also an important source of information for BIDV to make recommendations to improve product and service quality to enhance customer experience.

BIDV received 3 international awards for customer experience.

Identifying technological innovation as the key to removing barriers of resource limitations and thereby meeting customer expectations for a “fast, simple, convenient and optimal” service, in recent years, BIDV has pioneered the research and application of new technologies, especially artificial intelligence. The application of artificial intelligence (AI Chatbot, Voicebot, AI tools in quality management, AI/Machine Learning in customer data analysis, etc.) and other automated tools has helped BIDV make great strides in the process of modernizing customer care activities, ensuring seamless service delivery to customers. BIDV identifies people as the key factor to truly make a difference in service. With a team of dedicated, experienced and customer-savvy staff, BIDV has been investing heavily in training and developing employees' professional skills as well as focusing on building a customer-centric culture, encouraging each employee to always strive to listen, understand and bring positive experiences to customers. This not only helps improve service quality but also builds trust and long-term relationships with customers. The harmonious combination of product and service quality, process innovation, application of advanced technologies and high quality human resources has created outstanding competitive strength for BIDV in the market, helping the bank maintain its leading position in providing superior financial services, bringing excellent experiences to customers. Customer experience awards from prestigious international organizations, evaluated by customer experience experts and leading leaders in the Contact Center field in the Asia-Pacific region, are recognition of efforts and solutions to improve customer experience at the Customer Care Center in particular and BIDV in general, demonstrating that BIDV is on the right track and is highly appreciated by the international community in providing excellent customer experience, making a difference in the context of fierce competition between banks today. Source: https://nhandan.vn/bidv-nhan-3-giai-thuong-quoc-te-ve-trai-nghiem-khach-hang-post847045.html