Metro Manila (CNN Philippines) — Coinciding with its first anniversary, digital bank GoTyme is going back to the basics of customer service, adding a personal touch and highlighting authentic rapport while doing away with call menus and chatbots that have caused dread among customers in recent memory.
“The more digital the world becomes, the more human a bank needs to be,” GoTyme Bank CEO Nate Clarke told members of the press at the screening of its short film, “The Lonely Bot”. “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 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,” he added.
GoTyme Bank promised that their personal banker will be able to respond to a chat in one minute, take a call in two minutes, or revert via email or direct message on social media within three hours. It reiterated that the bank will not use chatbots or call menus.
Simply put, GoTyme customers get to speak directly to a human. The digital bank assured that one personal banker will deal with a customer’s concern to reinforce the personal connection and facilitate efficient customer service.
GoTyme Bank currently has over 900 ambassadors available throughout the country, who are highly trained to guide customers in opening accounts via GoTyme Bank kiosks in key areas. It added that its human customer service agents are available 24 hours a day, seven days a week via phone call, chat, and email.
“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,” GoTyme Bank Co-CEO Albert Tinio asserted.
To get this message across, GoTyme Bank produced “The Lonely Bot,” which is now playing in all Robinsons Movieworld branches and GoTyme Bank’s social media pages. The story features Roboto who is longing for a companion to talk to.
GoTyme Bank, a joint venture between the Gokongwei Group and Singapore-based Tyme Group, also shared that it breached the one-million customer mark last August — specifically, 1.7 million customers in just 13 months. It attributes this to the digital platform’s consistent focus on human banking, the first in the Philippines with a “phygital” model that seamlessly blends the convenience of digital technology and human-led touchpoints in its operations.
Download the GoTyme Bank app or go to any kiosk nationwide to open your own GoTyme Bank account and get your free Visa Debit Card in under five minutes. Visit www.gotyme.com.ph to get more news and information. Follow @gotymebank on social media for the latest updates and promos.
