Mandiri Bank (PT Bank Mandiri Persero Tbk) has introduced a new free call center service through its Livin’ by Mandiri app, enabling customers to connect with customer service without any additional costs. This new service is part of the bank's efforts to enhance customer experience and facilitate access to its services.
In a statement, Mandiri Bank's Chief Operating Officer, Timothy Utama, confirmed that the new service will assist customers in obtaining necessary information and support regarding available banking services, without the need to incur call charges. He added that the service is available 24/7, ensuring that customer needs are met at any time.
Details of the Service Launch
The Livin’ Call service allows customers to contact the service center via the app, whether from within Indonesia or abroad, without any additional costs. Customers can easily access this service by pressing the "Livin’ Call by Mandiri Bebas Pulsa" button in the app. They can then select their preferred language and the type of service they need, connecting them directly to a customer service representative.
This step is part of Mandiri Bank's strategy to enhance the quality of service provided to customers, as the bank aims to offer a comprehensive and seamless banking experience through a single platform. The platform has also been updated to include artificial intelligence technologies, enhancing the security of services and response speed.
Background & Context
Founded in 1998, Mandiri Bank is one of the largest banks in Indonesia, offering a wide range of banking services for individuals and businesses. With the increasing reliance on digital services, the bank has developed its digital platform "Livin’ by Mandiri" to meet the growing customer needs in online banking.
Statistics indicate that the Livin’ by Mandiri app has recorded over 738.7 million transactions since the beginning of the year, reflecting a 28% increase compared to last year. These figures highlight the bank's success in attracting customers towards utilizing digital services.
Impact & Consequences
The Livin’ Call service is a strategic step to strengthen the relationship between the bank and its customers, providing them with an easy and effective means of obtaining support. In the face of intense competition in the banking sector, offering free services like this can enhance customer loyalty and attract new clients.
This service also reflects the global trend towards improving customer experience through the use of technology. As reliance on digital services increases, banks that invest in enhancing their digital offerings will be better positioned to remain competitive.
Regional Significance
Mandiri Bank's experience in launching the free call center service through its app serves as a model for the Arab region. With the increasing use of technology in banking services, Arab banks can benefit from this experience to develop their services and improve customer experience.
Furthermore, enhancing digital services can contribute to increased transparency and trust between customers and banks, thereby strengthening financial stability in the region.