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GoTyme Bank eyes to be a ‘human digital bank’ that bridges gap between technology and humanity

Nate Clarke, GoTyme Bank president and chief executive officer, believes that customer service is the most important differentiator in the market. “At GoTyme, we believe that providing next-level or market-leading customer service is about human connection to our customers.”

GoTyme Bank declared it is not just a digital bank but rather a human digital bank that bridges the gap between technology and humanity. It focuses on human connection and delivers an experience that goes beyond the transaction or having the best customer service to build a meaningful relationship with customers.

Nate Clarke, GoTyme Bank president and chief executive officer, believes that customer service is the most important differentiator in the market. “At GoTyme, we believe that providing next-level or market-leading customer service is about human connection to our customers.”

Clarke also said they are not striving to be the best customer service bank in the country but striving to promote the best customer service on any business or any brand.

GoTyme is a human digital bank which is not only run by digital bank platform interfaces and automated processes but also having the guidance and care of actual humans to be experienced by its customers. A helpful human will always be at customer’s side to listen and assist them in the most personalized way.

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Albert Tinio, co-chief executive officer at GoTyme Bank, said they had invested significantly in human banking to offer its customers the experience that revolves around genuine human connection.

“We take part in championing human bank because the people prefer to talk to people to be heard and be understood by someone who generally cares,” he said, committing that, “we will be utilizing technology and analytical processes to better understand the services and products that are suited to your financial needs,” Tinio said.

Committed to deliver the best human banking experience to its clients, GoTyme leverages Artificial Intelligence (AI) to be more productive in serving its customers as they yearn for human connection. From the moment a customer opens an account, a bank ambassador will be there to assist him, ensuring that the process is not just efficient but also personalized to his needs.

GoTyme deployed over 370 kiosks strategically located across the country, supported by over 900 bank ambassadors ready to assist clients at those kiosks, and allows direct communication with personal bankers, and the debit card earns reward points in all purchases both online and in person. These deployments can be availed by GoTyme’s customers that currently reached 1.35-million, and growing at over 20,000 a month.

To serve the growing number of GoTyme clients, the number of kiosks located nationwide will be increased to 400 by the end of the year, and by 2024, the number will move up within the Gokongwei ecosystem (malls, etc.) and venues outside the ecosystem, for example, in Mindanao and in malls outside the JG Summit. In line with the bank’s commitment of human assisting human, it is guaranteed that there will be one bank ambassador for every kiosk or an average of two for every kiosk.

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“We are available to assist you 24 hours a day, seven days a week. When you reach out on us, you won’t be navigating to endless call menus or waiting for chotbots to understand your concern. A personal banker will respond to your chat in one minute, pick up your call in two minutes, or revert to your email or direct social media account message within three hours,” Tinio said.

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