How Absa takes customers on digital innovation

How Absa takes customers on digital innovation

Absa Bank Tanzania has launched this year’s customer service week pledging to continue investing in digital channels to deliver on customers’ expectations.

The Bank’s Finance Director, Obedi Laiser said in Dar es Salaam over the weekend that Absa’s digital strategy is centred on driving digital adoption and making digital channels a significant contributor to product sales.

He said the realisation of both ambitions is intrinsically linked to an improved customer experience, which remains at the forefront of the digital experience we want to offer our customers.

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“Designing for the customer of the future, we have built a strong management structure and robust relationships with regulatory frameworks to allow us to serve customers in most innovative and convenient way,” he said.

He said to show that the voice of the customers is extremely important, Absa has embedded multiple feedback channels and solutions that allow capturing feedback in real time across all of the bank’s touch points.

“This has helped us identify and address key points with the aim of redefining the overall customer experience,” he said.

The theme for this year is to ‘Celebrate Service’ with the aim of appreciating service providers across the world that have poured their time, care, and compassion into the work of serving customers.

“We continue to deploy multiple solutions, products, services that meet and surpass your needs,” he said.

He said the enhanced conventional digital channels with self-support capabilities and lifestyle banking programme are among the few of the bank’s success stories.

For example, few months ago, the bank successfully launched the first QR Code ATM withdrawal in Tanzania where customers can now withdraw money from any Absa ATM with the Absa Mobile Banking App using a QR code to bank safely and simply with contactless and card-free cash withdrawals.

He said also that the bank recently deployed an innovative queue management system in branches that uses WhatsApp.

“Our branch queue management solution is designed to improve customer experience by allowing them to bank with us on their convenience while managing their time effectively,” he noted.

He said Absa revamped SME proposition with a purpose of bringing possibilities to life and address changing needs and growing importance of small and medium enterprises (SMEs) in the country.

He said also that the bank partnered with Visa to introduce debit cards linked to business’ transaction account, aiming to help businesses track and manage operational expenses efficiently, access cost saving benefits and make easy and secure online transactions.

“The business owner will avoid many cashflow management hurdles and all this can be detailed on the business monthly statement so that they are able to know how much money was spent and for what,” he added.

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