GoTyme Bank kiosks at Robinsons establishmentsNews

GoTyme Bank campaign highlights role of ‘human touch’ in customer service

GoTyme Bank, a joint venture between the Gokongwei Group and Tyme Group, a Singaporean digital banking institution, has unveiled a new campaign that underscores the significance of a human touch in today’s digital-centric world.

The central theme of the GoTyme Bank campaign revolves around the belief that “As the world becomes increasingly digital, banks must become more human.”

“At the core of human banking is communication, building connections, and solving issues,” said Albert Tinio, co-CEO of GoTyme Bank. “Our promise is to provide you with the best customer service: a banking experience deeply rooted in empathy, care, and human excellence.”

GoTyme Bank aims to unlock Filipinos’ financial potential
GoTyme Bank fosters human-centric banking

This integrated campaign is launched with a two-minute short film titled “The Lonely Bot.” In the film, the protagonist, Roboto, embarks on a quest to find genuine human connections. This emotionally charged and insightful film underscores the importance of human interaction in a world marked by rapid technological advancement. “The Lonely Bot” will be available for online streaming and will also be screened in Robinsons Movieworld branches nationwide.

1 million customers

Since its launch in October 2022, GoTyme Bank has observed a significant milestone by reaching 1 million customers in August of this year. This achievement is attributed to its “phygital” approach, combining physical and digital services, and its pursuit of financial inclusion in the country.

With over 900 GoTyme Bank ambassadors stationed throughout the country, customers have easy access to assistance in opening their accounts through GoTyme Bank kiosks located in key areas. In a world filled with automated responses, customers can opt to call, chat with, or email human personal bankers who are available round-the-clock, seven days a week.

To strengthen the personal connection and ensure efficient customer service, GoTyme Bank has a commitment that assigns one personal banker to address each customer’s concerns. This personal banker will respond to a chat within one minute, answer a call within two minutes, or provide a response via email or direct message on social media within three hours.

GoTyme Bank promises a new approach by doing away with chatbots and complex call menus, instead encouraging customers to communicate directly with a human representative for all their banking needs.

“It is both a challenge and a responsibility especially relevant for digital banks,” the bank said. “But GoTyme Bank pushes forward with the campaign in the hopes of embodying the commitment to being a human digital bank.”