Türkiye İş Bankası (İşbank), which integrates innovative solutions into its processes to facilitate interaction at all contact points in line with the goal of perfect customer experience and to ensure that its customers access banking services whenever and wherever they need, has implemented the “Live Call” service within İşCep.
İşbank’s both individual and business customers can message, and make voice and video calls with their assigned Bank’s employees by starting a conversation. Customers can complete their financial transactions easily, safely, and quickly by providing written instructions directly during the call. In line with the customers’ needs, employees working in branches, regions, and different disciplines of the Head Office can also participate in the group chat.
In addition to saving time for customers, the “Live Call” service also provides speed and convenience for customers who do not have the opportunity to go to a branch or live abroad. Messaging, voice, and video call conversations are recorded, eliminating security concerns for customers.
The first application that provides live conversation between branch employees and customers
In his statement regarding the application, Sezgin Lüle, Deputy Chief Executive Officer at Türkiye İş Bankası, stated that this is the first application in Turkey that offers live conversation between the branch employee and the customer within mobile banking, was made available primarily to the Bank’s employees in the last quarter of 2023.
“The speed of digitalization is increasing daily and people are rapidly adapting to new technologies. The momentum here is while it encourages us to always raise the bar higher, it also enables our customers to prefer more ergonomic products and services. In today’s world where mobile banking has become the main point of contact, we meet the changing needs of our customers with increasing expectations with innovative products that save them time and offer fast solutions,” – said Sezgin Lüle.
Source: the Bank’s press release dated March 19, 2024
