Hello bank! believes the simplest solution is the smartest one. They know their customers live busy lives. So they’re committed to making sure their mobile app is easy to use. And that their products and services are straightforward to understand.
But the company also recognises that its customers are all individuals. Each with their own needs and interests. So rather than communicate with them with a one-size-fits-all message, the Czech branch wanted their messages to resonate on a personal level.
On the recommendation of BNP Paribas, whom we’d worked with before, the Czech branch contacted us. They asked if we could provide a tech solution that was simple to use but could give them the level of customisation they needed.
In the spirit of our key values, we were looking for a smart and simple solution that would impress our new clients, greet them in a personal way, and leave them with the idea that we care about each and every single one of them.
Our Personalised Video offered a complete solution. To encourage the bank’s customers to watch these videos, friendly SMS reminders were automatically sent out if a recipient didn’t open an email within two days of receiving it. So Hello bank! achieved open rates of around 60 percent. More importantly, Personalised Video helped Hello bank! achieve the one-on-one connection they wanted with their clients.
Almost 50,000 clients have been addressed by the welcome video campaign. We maintain high standards of communication by welcome phone calls. While we talk to our new customers, some of them spontaneously mention – and appreciate – the surprisingly personal ‘video candy’ we have sent them. It seems the personalised video was the missing piece of our onboarding process as our net promoter score (NPS) for new clients grows month by month.