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
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
WHAT WE DID IN 2021
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