Bank Home Credit For the third year in a row entered the global rating of the best banks according to the American Forbes magazine. The rating was prepared by Forbes together with Statista’s research company, which surveyed more than 43 thousand customers of banks around the world. About this “Lente.ru” reported in the press service of the bank.
In Russia, the publication allocated 15 banks, including the bank home loan. The survey participants assessed satisfaction with the work of banks and the level of confidence in them, the quality of customer service, digital services, financial advice and other parameters.
“We are grateful to the ranking organizers and customers for the high assessment of our work. According to research, customers especially appreciate us for an individual approach to solving problems and convenience, and simplicity of a mobile application. So, in a pandemic, we transferred online all services that Previously provided only with personal access in the department, for example, search for erroneous payments and closing accounts. Installed the standards for the waiting time on the hotline – no more than 10 seconds. And significantly expanded the functional of the mobile application. In it, in particular, graphs and payment forecasts appeared in it , Detailing actual expenses, the ability to change personal data, “said Dmitry Pyshnev-Podolsky, Chairman of the Board of the Bank of Bank.
In addition, in 2020, the Bank Houm Credit has taken other measures aimed at improving customer service. The bank launched a voice assistant on the hotline, expanded the possibilities of the bot in the chat (he began to answer more questions). The bots solved themselves more than 20 percent of the total number of appeals. Chat Bot handled more than 57 percent of the chat appeals, and more than 75 percent of customers did not apply to the bank’s call center during the day after consultation with the bot. This means that the answer received from the “home-bot” was arranged. Customers were offered individual solutions in difficult life situations that helped them return to the payment schedule. Up to 500 customers in each quarter participated in testing new products and services, and this feedback contributed to improving their quality.
“This year we will continue to improve our mobile application. We plan to build the opportunity to buy goods on our marketer. Provide completely remote, without visiting the office, access to products and services for those who are only going to become our client. And also To guarantee a high level of service due to the use of speech analytics technologies. Our goal is to become one of the best banks from the Daily Banking point of view in Russia, “Dmitry Pushensky Podolsky added.