Company: Al Rajhi Bank
Company background: Al Rajhi bank is the largest bank in Saudi Arabia with more than 9M customers and one of the largest Islamic banks in the world. Founded in 1957, today ARB has the largest network with more than 500 branches and 5200 ATM's.
Contact: Jad Abdel Kader
Title: Head of Digital
Kudos Category: Best-in-Class: Care
1. What were your organization’s digital customer service initiatives? What channels do you support today?
With Khoros in place, the bank was able to extend the e-care team to provide 24/7 social media support compared to 16 hours previously. Currently the bank handles 1M+ monthly inquiries across all social channels including WhatsApp business, Twitter, Facebook, and Instagram.
2. What was the most important issue you were looking to solve via your digital technology (e.g. community and/or social media management platform) — and what makes your approach to that achievement unique?
Migrating users from call center & branches to cost efficient digital channels. The migration process was accelerated by setting up an efficient tool & workflow. Also, ARB was the 1st brand to introduce a verified WhatsApp business account in KSA which became the channel of choice for our customers
3. What 1-3 metrics best describe your success? (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.)).
Reducing the average response time hence improving the SLA Increasing agent efficiency by implementing a robust workflow process Reducing cost by migrating users to lower cost digital channels
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