As digitalization changes the way companies do business, it is also rapidly transforming customer demands and consumption model. The fact that people spend most of their time on mobile platforms paves the way for companies to scheme their businesses on an exclusively mobile format. Therefore, mobile banking platforms come to the fore as the key channel of customer interaction for banks. As the way of doing business and products are digitalized, the resulting customer experience is also completely digitalized.

Strictly focused on offering a better experience on digital channels at all times and a follower of omni-channel strategy, Garanti BBVA aims to reach the users at the right time with the right message. Since the banking business requires an intensive set of functions, it becomes more and more important to balance it with an effortless, simple user experience. Garanti BBVA puts emphasis on creating unrivalled user experience through thorough analysis of data, and determines any deficiencies by way of regular usability surveys, thus ensuring sustainability of perfect experience. The Bank acts with the consciousness that “human” is at the center of each and every product, service or design.

Smart decision techniques are employed to approach customers through the best-fitting channel. Technology is utilized to upgrade customer experience; developments continue on every possible platform based on the Bank’s vision of being accessible by customers anywhere they need banking services.

Furthermore, the Bank transforms digital channels into an environment where customers can receive financial advisory. The Bank also contributes to its customers’ preparation for the digital future by developing financial tools supporting digital transformation. Taking digital channels way beyond being merely a platform for transacting and product applications, the Bank acts with the vision of delivering an experience that interacts smartly with the customers at every touchpoint and establishes a true bond of trust.

Garanti BBVA keeps developing solutions for its customers to deliver an omni-channel banking experience. With the mobile application, the Bank lets its customers transact without needing any assistance thanks to the effortless, simple experience offered. At any point customers need assistance, solutions are presented using the appropriate technology via such services as chatbots, video calls and the like, and the Bank stands by its customers. Developed to respond faster to identified needs, WhatsApp chatbot and the smart assistant UGI experience continue to provide answers easily according to the changing needs of users and the current day. Garanti BBVA Corporate WhatsApp line, which runs on AI-based smart bot technology, can be reached 24/7 by saving the phone number +90 444 0 333 or from the “Contact Us” page on Garanti BBVA Mobile. Facebook Messenger chatbot offers a stronger understanding capacity with its new infrastructure.

While furnishing all these services, Garanti BBVA recognizes the importance of adding the human touch wherever needed. The Bank offers solutions allowing users to receive customer representative support without logging out of Mobile when additional support is needed while talking to the virtual assistant. Hence, the Bank is working towards making Garanti BBVA Mobile the main center of customer experience. Put into use for all customers with the guidance provided by Garanti BBVA Mobile’s smart assistant UGI, Live Chat channel lets customers receive banking support and perform their transactions within the mobile app by reaching live support assistants from within the mobile app.

Garanti BBVA takes care to listen to the needs of its customers on every channel they are present and to develop fitting solutions. With “Garanti BBVA’ya Sor” (Ask Garanti BBVA), which is the first 24/7 social media customer satisfaction channel in the Turkish banking sector, the Bank offers an efficient customer satisfaction service. Products and services are described also on social network platforms, which contributes to business results. Through contents in financial and digital literacy, creative initiatives are introduced that are intended to make customers’ lives easier, which are at the same time aligned with the entertaining and dynamic nature of social networks.

While social platforms had 7.6% share within total complaints received by the Bank in 2015, this ratio is around 16% today. Rapid responses provided to customer suggestions, comments and complaints contribute to customer satisfaction.

Considering the number of social media outlets it receives, Garanti BBVA is in the position of the most comprehensive complaint management institution in the financial sector.


Digitalization for unrivaled customer experience and value creation through digitalization

Managing the largest digital customer base among the private banks in Türkiye, Garanti BBVA Retail Digital Solutions enables 11 million digitally active customers to execute any banking transaction anytime, anywhere, with 5,401 Garanti BBVA ATMs, an award- winning Customer Contact Center, Garanti BBVA Mobile and Internet that have been leading novelties. About 10.6 million of these customers actively use mobile banking, whereas 8.5 million are mobile-only customers.

The yearly number of transactions performed through Internet and Mobile banking channels reached approximately 780 million at the end of 2021. At Garanti BBVA that utilizes digital channels effectively, 97.2% of all non-cash financial transactions go through digital channels. The number of monthly logins to Garanti BBVA Mobile also increases regularly. The number of logins reached 2.7 billion in total in 2021. Aiming to offer its customers an instant, convenient and seamless experience, Garanti BBVA remains the leader of digital banking year after year