BIDV Wins 3 International Awards for Customer Experience

In the highly competitive financial market with increasing demands for service quality, customer experience has become a pivotal differentiator. Recognizing the importance of delivering an enhanced customer experience, BIDV has accelerated its digital transformation journey, upgraded its technological infrastructure, streamlined its service processes, and placed a particular emphasis on consistently improving its customer care operations to foster long-lasting customer satisfaction and loyalty.

BIDV has made significant investments in developing diverse customer interaction channels, ensuring its presence wherever customers need them. This includes an extensive array of channels across Vietnam’s commercial banking landscape. Notably, BIDV prioritizes customer care on digital platforms—frequently used by customers—such as electronic banking applications and popular social media platforms like Facebook, Zalo, and Tiktok. These digital channels are equipped with self-service technologies, including AI Chatbots, offering 24/7 timely responses to customer inquiries.

Beyond addressing customer inquiries, BIDV proactively listens and analyzes customer data across touchpoints to identify pain points in the customer journey. This insights-driven approach enables the bank to launch proactive customer care campaigns, enhancing positive experiences and strengthening the bond between customers and the bank. Moreover, customer data serves as a vital source of information for BIDV to propose improvements to its product and service offerings, further elevating the customer experience.

Embracing technological innovation as a key enabler, BIDV has been at the forefront of exploring and applying new technologies, notably artificial intelligence. The deployment of AI Chatbots, Voicebots, AI in quality management, and AI/Machine Learning in customer data analysis has facilitated significant strides in modernizing BIDV’s customer care operations, ensuring seamless service delivery. This technological advancement addresses customer expectations for “fast, simple, convenient, and optimized” services by overcoming resource limitations.

BIDV firmly believes that its people are the cornerstone of delivering exceptional service. With a dedicated team of experienced and customer-centric professionals, BIDV has been investing extensively in staff training and skill enhancement while fostering a customer-first culture. This approach encourages every employee to listen, understand, and deliver positive experiences to customers, building trust and long-lasting relationships. The harmonious blend of superior product and service quality, process innovation, cutting-edge technology adoption, and a highly skilled workforce has endowed BIDV with a distinct competitive edge in the market, enabling the bank to maintain its leadership position in offering outstanding financial services and an exceptional customer experience.

The accolades received from esteemed international organizations, evaluated by leading customer experience experts and contact center leaders in the Asia-Pacific region, are a testament to BIDV’s successful endeavors and innovative solutions in elevating the customer experience. These awards affirm that BIDV is on the right track and is highly regarded by the international community for delivering an exceptional customer experience, setting the bank apart in today’s intensely competitive banking landscape.