RAKBANK is pleased to announce that it has received two Service Olympian Awards by Ethos Integrated Solutions, an independent evaluation body. RAKBANK was recognized for its commitment to service excellence with the Best Service Innovation award for its Web Chat and Mobile Cash solutions and Best Mobile App award for its Mobile Banking platform.
RAKBANK’s authenticated web chat service gives customers the opportunity to use banking services via web chat safely by authenticating them on the public website and to chat whilst on the online banking platform without additional authentication. This allows chat agents to seamlessly assist customers and avoid unnecessary delays.
MobileCash is another convenient digital banking solution that gives customers the ability to withdraw cash and send money to friends, family or anyone in the UAE instantly using nothing but their mobile phone. This service is widely used feature of the RAKBANK Mobile Banking App service, which has been recognized by Ethos Integrated Solutions for the convenience it extends to customers by helping them manage their accounts, deposits, cards, investments and loans. It is also used to transfer funds, pay utility bills, download statements, place various banking requests, and much more without visiting a branch.
“Service excellence has always been central to RAKBANK’s overall strategy and we recently saw a renewed focus on customer service and on simple and convenient banking solutions,” said Peter England, RAKBANK Chief Executive Officer. “To be recognized for innovation and supremacy in digital solutions is a testament that not only are we constantly looking for ways to make use of technological advancements, but we regularly re-evaluate our digital offering and launch new or improved services that ensure a simple and hassle-free banking experience for customers.”
According to Ethos, two to three applicants were shortlisted for each award category, with the exception of the People’s Choice Award, and presented to the expert judging panel which included Robert Keay from Ethos, Philip Forrest from the European Business Awards and The International Customer Service Institute, Dr. Alaa Garad from the Advisory Board of the University of Salford UAE and Investors in People, UAE and Professor Adré Schreuder from The South African Customer Satisfaction Index.
The awards’ benchmarks are based on key criteria from The Customer Experience Management Model of The International Customer Service Institute (TICSI).