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TNB launches Digital Service Center

Palestine's The National Bank launches multi-channel social media contact centre

TNB launches Digital Service Center
The National Bank has launched a new digital contact centre that allows customers to communicate with bank staff on multiple social media channels.

The National Bank (TNB) has launched a new Digital Service Center to allow customers to communicate via social media and other platforms.

The multi-channel contact centre combines Facebook Messenger, WhatsApp, email, and Instant Messaging in one channel, which can be used by multiple customer services personnel at the Palestinian bank to field enquires and provide services.

Data collected from the contact centre will also be analysed to enhance the customer experience. In future TNB intends to integrate Skype and Twitter into the centre as well.

TNB General Manager, Ahmad Hajhasan, said: "We are very proud to be the first bank in the Middle East to offer such a high tech service to our customers and the public, in line with our strategic plan to roll out digital services and solutions to the banking sector in Palestine."

He pointed out that the Digital Service Center does not depend on Chatbots although the platform has this option, noting that it depends on human interaction, which gives the Digital Service Center a human touch and more personalized answers.

Hajhasan also explained that international studies show that one third of clients prefer to use social media platforms, rather than the traditional means, to receive answers to their customer service inquiries.

He added: "Launching our Digital Service Center today is only one step in our digital transformation journey. Last year we upgraded our core banking system to Temenos T24, one of the most advanced systems worldwide, in order to support our growth; the system is our strategic platform upon which we will develop a bundle of modern and advanced banking services."

Hajhassan added that TNB's Board of Directors puts digitization as a top, strategic priority.

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