Monday, May 27, 2024

GoTyme Bank says client interactions will be handled by humans

A year after its launch as digital bank, GoTyme Bank has rolled out a new campaign that vows to make all customer interactions will be managed by a real person.

The multimedia push aims to illustrate the irreplaceable value of the human touch — that despite GoTyme Bank’s digital nature, its customer service still remains the most important touchpoint in building meaningful relationships with clients.

Since its launch in October 2022, GoTyme Bank — a joint venture between the Gokongwei Group and Tyme Group, a Singaporean digital banking group focused on emerging markets — has grown its subscribers to more 1 million.

Nate Clarke, co-CEO of GoTyme Bank, said during the launch event that they are expecting to breach the 2-million mark in the next few months.

The digital platform has a “phygital” model, which blends the convenience of digital technology and human-led touchpoints in its operations.

The company said it has over 900 GoTyme Bank ambassadors who are available throughout the country, ready to guide customers in opening their accounts via GoTyme Bank kiosks in key areas.

In a world of automated responses, GoTyme said customers can call, chat with, or email human personal bankers who are available 24 hours a day, 7 days a week.

GoTyme Bank has ensures that one personal banker will deal with a customer’s concern. This personal banker will respond to a chat in 1 minute, pick up a call in 2 minutes, or revert via email or direct message in social media within 3 hours.

“That said, GoTyme Bank promises no chatbots or call menus: customers get to speak directly to a human,” it said.

The digital bank said its campaign revolves around the belief that “The more digital the world becomes, the more human a bank needs to be.”

The campaign was launched in the form of a two-minute short film entitled The Lonely Bot, where the main character Roboto finds himself in search of someone he could find a real connection with.

Emotionally-charged and insightful, the film highlights the necessity for human connection amidst a world of rapid technological advancement.

The movie will be streamed online and screened in Robinsons Movieworld branches nationwide.

“The more digital the world becomes, the more human a bank needs to be,” Clarke. “Our mission has always been clear: provide next level banking to all Filipinos so they can unlock their financial potential. Today we pledge that in in every customer touchpoint, a helpful human will be there for you. This will allow us to deliver the best customer service in the banking industry.”

Co-CEO Albert Tinio said: “At the core of human banking is communication, building connections and solving issues. Our promise is to provide you with the best customer service: a banking experience deeply rooted in empathy, care, and human excellence.”


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