The pandemic crisis is gradually emptying the banking branches of customers and taking off the online banking transactions. In recent years, banks have encouraged their customers to use digital channels and avoid cash registers. And the coronavirus came to accelerate the changes.
The data of Hellenic Bank, presented by “F”, show the shift of customers to electronic banking. 80% of all transactions are made through alternative channels and not at the checkout. There was a 35% increase in the use of digital channels in 2020, mainly from March onwards, ie when the customer faced the consequences of the coronavirus.
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Hellenic Bank gained 70,000 new users in digital channels in 2020, recording an increase of 30%. As we were told by the bank, 91,000 new credit cards were issued in 2020, which is a huge increase from 2019, since you can now order it online or from the service center without any visit to the checkout.
In 2020, communication with the Customer Communication Center increased by 50%, via telephone calls (over 1 million calls) and by 150% via text messages (emails / bank mails). The largest volume of telephone calls in 2020 was related to issues such as: registration in the bank's Web banking, guidance on issues of online banking password recovery, change of communication phone, issuance of debit cards, information on card replacements of the former SKT customers.
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