c, Methods of communication, interaction, and customer service

At the Vietnam-Asia Digital Transformation Forum 2023, Mr. Hoang Trong

Hieu, Senior Director of Business Development in the Enterprise Customer
Segment at Techcombank, shared the bank's unique strategy for serving
corporate customers. As one of the leading institutions investing in digitization,
data, and customer experience, Techcombank consistently develops distinctive
strategies and a "Difficult-to-replicate" model to excel further.

Mr. Hoang Trong Hieu - Senior Director of Business Development - Techcombank Corporate
Customer Division - Photo: TCB

Emphasizing the philosophy of "Customer-Centricity" and built upon the three

core pillars of Digitization, Data, and Human Resources, Techcombank
transforms customer transactions from simple exchanges to comprehensive
financial management for both individuals and businesses. Techcombank
initiates all activities based on a deep understanding of its customers.
Particularly noteworthy is the Customer Understanding Department,
consistently invested in to grasp the challenges faced by customers and
formulate comprehensive solutions, addressing both specific details and overall
considerations within each industry sector.
With a focus on six key economic sectors, each business care representative at
Techcombank is trained to become an expert in their respective business areas.
This training enables them to have a profound understanding of the issues,
financial stages, and operational aspects relevant to their customers.
Techcombank, with its philosophy of "Customer-Centricity" and the three core
pillars of Digitization, Data, and Human Resources, strategically transforms
customer transactions from simple exchanges to comprehensive financial
management for both individuals and businesses. The deep understanding of
industry nuances and effective data utilization is a key element in
Techcombank's customer service strategy of "Data – Digitization – Human
Resources."

The bank employs various communication, interaction, and customer service

methods to ensure a positive and convenient experience for users. Here are
some important methods that Techcombank commonly utilizes:
1. Expand and Optimize Digital Platforms:
In the next 5 years, Techcombank may continue substantial investments in
digital platforms to enhance user experience. Improving interfaces and
integrating new utility features on mobile apps and websites will be a top
priority to optimize transaction processes and customer interactions.

2. Artificial Intelligence (AI) and Chatbots:

Integrating Artificial Intelligence (AI) and chatbots can be crucial for
providing real-time support and optimizing the interaction process with
customers. This enables Techcombank to offer efficient and flexible services,
reducing wait times, and enhancing overall user experience.

3. Expand Social Media Interaction:

In efforts to strengthen communication, Techcombank may extend its
activities on social media platforms such as Facebook, Twitter, and LinkedIn.
Sharing information, providing online support, and promoting products through
these channels will create a strong connection with customers.

4. Integrate Blockchain Technology:

To enhance transparency and security in transactions, Techcombank may
consider integrating blockchain technology. This could be especially applicable
in international transactions and corporate finance, providing increased
reliability and security.

5. Develop Personal Financial Services:

To meet the diverse needs of customers, Techcombank may focus on
developing and expanding personal financial services. Offering products such as
home mortgages, auto loans, and other personal financial solutions will
optimize benefits for individual customers.

6. Enhance Security and Safety:

Security and safety will always be a top priority. Techcombank may continue
investing in the latest security technologies while strengthening training for both
employees and customers on information security measures, ensuring that their
systems are well-protected.

7. Adopt New Payment Trends:

Techcombank may adapt to emerging payment trends in the industry,
including cashless payments, e-wallets, and other digital payment methods.
Integrating these means into their payment system helps them quickly respond
to changes in customer payment preferences.