BIDV receives 3 international awards for customer experience

With its continuous efforts to innovate and deliver outstanding customer experiences, the Vietnam Investment and Development Bank (BIDV) has received three international awards: a Platinum award in the "Outstanding Customer Experience" category from the Contact Centre Asia Pacific Association (CC-APAC) and two Gold awards in the "Best Customer Experience" and "Best Social Media Service Provider Contact Centre" categories from the Singapore Contact Centre Association (CCAS).

BIDV receives 3 international awards for customer experience.

In the context of an increasingly competitive financial market and high demands for service quality, customer experience is becoming a key differentiating factor. Understanding the importance of providing a better customer experience, BIDV has accelerated digital transformation, upgraded its technological infrastructure, improved service processes, and especially continuously enhanced the quality of customer care to increase customer satisfaction and build lasting customer loyalty. BIDV invests heavily in developing customer interaction channels, being present wherever customers need it with the most diverse range of channels among commercial banks in Vietnam. In particular, BIDV focuses on customer care on digital platforms – where customers frequently interact – such as its e-banking application and social networks like Facebook, Zalo, and TikTok. These digital channels are equipped with self-service technology and AI chatbots to promptly address customer needs 24/7. To provide convenience for customers, processes are constantly being improved to ensure that all customer requests are addressed immediately upon interaction with the Customer Care Center, guaranteeing the highest quality service, seamless consistency across channels, and personalized service for each customer. Beyond promptly addressing customer needs, BIDV proactively listens to and analyzes customer data at each touchpoint to identify bottlenecks in the customer journey, thereby implementing proactive customer care campaigns that contribute to increased positive experiences and stronger customer relationships with the bank. Furthermore, customer data is also a crucial source of information for BIDV to propose improvements to the quality of products and services, thereby enhancing the customer experience.

BIDV receives 3 international awards for customer experience.

Recognizing that technological innovation is key to overcoming resource constraints and meeting customer expectations for a "fast, simple, convenient, and optimal" service, BIDV has pioneered research and application of new technologies, especially artificial intelligence, in recent years. The application of AI (AI Chatbot, Voicebot, AI tools in quality management, AI/Machine Learning in customer data analysis, etc.) and other automated tools has helped BIDV achieve significant progress in modernizing its customer service operations, ensuring seamless service delivery. BIDV identifies people as the key factor in truly making a difference in service. With a dedicated, experienced, and customer-savvy workforce, BIDV has been investing heavily in training and developing its employees' professional skills, as well as focusing on building a customer-centric culture that encourages each employee to listen, understand, and provide positive customer experiences. This not only improves service quality but also builds trust and long-term relationships with customers. The harmonious combination of high-quality products and services, innovative processes, the application of advanced technologies, and a highly skilled workforce has created outstanding competitive strength for BIDV in the market, helping the bank maintain its leading position in providing superior financial services and delivering excellent customer experiences. The customer experience awards from prestigious international organizations, judged by customer experience experts and leading Contact Center leaders in the Asia- Pacific region, recognize the efforts and solutions to enhance customer experience at the Customer Care Center in particular and BIDV in general. This demonstrates that BIDV is on the right track and is highly regarded by the international community for providing excellent customer experiences, creating a competitive edge in today's fiercely competitive banking environment. Source: https://nhandan.vn/bidv-nhan-3-giai-thuong-quoc-te-ve-trai-nghiem-khach-hang-post847045.html