Digitizing banking services increases benefits.

The trend of digitizing banking services is becoming increasingly strong. Banks have proactively seized this opportunity and embraced this trend to increase their competitive advantage and provide better experiences for customers.

Bank employees guide customers on how to use the new application on linked platforms.

Optimizing the transaction journey

Banks have been strongly applying digital technology to their operations, thereby providing many safe and convenient products and services to increase benefits for customers. Many banks have proactively collaborated with major technology companies (Bigtech) and digital finance companies (Fitech) to improve operational efficiency through the application of advanced digital technologies and solutions, and partnered with sales and service providers to offer safe and convenient banking and non-banking products and services, deeply integrated into the customer's digital journey.

New technologies are also widely applied in core banking operations such as payments, credit, and deposits. Services such as opening accounts, depositing money, and making payments are 100% digitized; the percentage of transactions conducted through digital channels by many banks has reached over 90%. For example, Vietnam Foreign Trade Joint Stock Commercial Bank ( Vietcombank ) has the Digibank digital banking application; Vietnam Industrial and Commercial Joint Stock Commercial Bank (Vietinbank) has developed an application of automated robots that can talk and interact with customers; many banks apply artificial intelligence (AI) to support transactions, provide 24/7 customer advice, and establish links with e-wallet services, e-commerce platforms, and digital transaction channels of VNPT, Viettel, etc.

Representatives from Vietnam Prosperity Commercial Bank ( VPBank ) shared that the bank proactively provides smart applications with modern technological solutions to create personalized experiences for customers. Accordingly, by applying advanced technological solutions such as AI and Machine Learning on its Digital Banking platforms, the VPBank NEO application can personalize the interface and journey of each customer based on their spending habits, usage patterns, promotional programs based on customer segmentation and location, and automatically suggest answers to customer inquiries and support services based on topics of interest. To date, nearly 98% of VPBank's transactions have been conducted using the self-service method.

Leaders of Vietnam Technological and Commercial Joint Stock Bank (Techcombank) shared that the bank is continuously diversifying its digital product offerings, applying data analytics capabilities to the digital transformation process to provide unique solutions and personalized experiences for customers. In the 2021-2025 period, Techcombank will invest in building a large platform, including large data warehouses and data analytics capabilities, as well as investing in new digital platforms for corporate and individual customers. Meanwhile, representatives from Military Commercial Joint Stock Bank (MB) stated that the bank has completely redesigned its interface to enhance customer experience and simplify operations.

Banks are getting "closer" to their customers.

The applications introduced by banks are very simple and easy to access on smart devices, and they ensure data security. Mr. Vo Thanh Tan, a VPBank customer in Thu Dau Mot City, said that using the VPBank NEO application gives him a seamless experience. All his spending and transaction needs are personalized, providing convenience and modernity, making transactions easier. Every month, services such as electricity, water, telecommunications, and tuition fees are automatically paid when there is money in his account. In addition, he can book plane tickets, train tickets, and hotel rooms whenever he travels, which is very convenient.

Ms. Nguyen Thi Thanh Tra, a customer who has experienced Techcombank's money transfer features via Messenger, shared: “I frequently transfer money to sellers when buying goods on Facebook via Messenger. Previously, each time I transferred money, I had to copy, open the application, paste, and double-check or save the QR code to scan. Now, I just need one tap to open Techcombank Mobile with all the information, which is very convenient and saves time, avoiding confusion and errors.”

Mr. Tran Thanh Hoai, Director of Digital Banking Solutions Development for Retail Banking at Techcombank, stated that today's customers use multiple platforms for communication, work, and connection. Integrating banking services into familiar platforms like Messenger not only provides convenience and a seamless experience but also demonstrates the bank's commitment to bringing banking services closer to customers' daily lives, anytime, anywhere. According to Mr. Tran Thanh Hoai, although integrated from an external platform, the entire transaction processing and verification process is still carried out directly on Techcombank Mobile, ensuring absolute security for customer information and assets. This feature is currently operational for individual users of the latest version of the Techcombank Mobile application, applicable to internal and interbank transactions that notify account numbers.

To develop digital banking effectively and comprehensively, banks are continuing to focus on developing solutions that create a digital ecosystem, offering advantages and new experiences to reach more customers, understand customers better, and provide more engaging experiences. This is also a necessary trend to enhance the competitiveness of banks in the future.

THANH HONG

Source: https://baobinhduong.vn/so-hoa-dich-vu-ngan-hang-gia-tang-loi-ich-a349116.html