RAKBANK Wins ‘Best Digital Bank in the Middle East’
With an exceptional commitment to enhancing customers’ experience, RAKBANK was recently named the “Best Digital Bank in the Middle East” among 100 banks in the MENA region during the Genesys Summit 2015. The award recognised RAKBANK’s continuous effort to deliver seamless, efficient, and personalized service across all its digital touch points. The jury particularly praised the Bank’s authenticated web chat service available to its customers on www.rakbank.ae as well as the Bank’s Online Banking platform.
RAKBANK is one of the very few banks in the world that gives customers the opportunity to use banking services safely by authenticating them on the public website (without them having to log into the online banking platform) and to chat whilst on the Online Banking platform without additional authentication. The web chat service has seen exceptional take up by customers, through which they benefit from customized customer service on the spot.
“Chat agents usually either arrange a call back or request customers to call the Bank,” explained Ian Hodges, Head of Retail Banking at RAKBANK. “Through the authenticated web chat service, customers can now avoid delays and enjoy real time query resolution.”
Over the years, RAKBANK has blended many of its popular communication channels into a unified Contact Centre that interacts with customers through inbound calls, outbound calls, web chat as well as social media channels including Facebook and Twitter.
“This level of integration is uncommon in the region,” commented Hodges. “At RAKBANK we are firmly committed to investing in smarter banking solutions that reduce our customers’ waiting times and add convenience to their overall experience,” said Hodges.
In 2014, RAKBANK introduced MobileCash for easy money transfers without the need for an account or debit card. It also made it possible for customers to open an account with self-service terminals in branches and online through Click & Collect. Recognizing the importance of keeping customer information up-to-date at all times, the Bank made it possible for customers to use the extensive RAKBANK ATM network to update their mobile number and Emirates ID details.