Revolutionizing Customer Communication: Akbank's Award-Winning Design

Akbank's Innovative Contact Center Platform Redefines Customer Experience

Driven by the desire to enhance the experience of Akbank's customers and staff across all channels, the team has designed a fast, intelligent, and value-based customer communication and sales tool. This proactive tool provides quick solutions, superior quality services, and an intuitive experience designed to motivate staff and encourage team collaboration.

The Customer Contact Center, in line with Akbank's new vision, is an "Experience Center" that offers proactive sales and services with analytical support, complementing digital channels. It analyzes customer experience not only during the call but also before and after, proactively solving problems at the source without creating a call. This innovative approach extends to self-service channels such as mobile, ATM, IVR, etc., creating a seamless customer experience.

The project, available in English and Turkish, was realized using design tools like Sketch, Principle, Illustrator, Invision, Zeplin, Abstract, and development tools like .net 4.5 mvc, Kendo UI, Angular. The result is a responsive design that aligns with Akbank's corporate identity, demonstrating a holistic design approach.

The design process involved in-depth interviews with customers and staff to determine needs and functions. A range of research methods, including user interviews, card sorting, and design workshops, were employed. The insights gained from these researches were used in creating personas and customer journey mappings. User testing was also conducted to evaluate the design and observe user behaviors.

Despite the challenges, such as managing parallel calls and chat notifications from customers and ensuring the application is both business and personal friendly, the team successfully created a design that meets all needs in one shot. The platform also uses an AI engine to provide smart insights to users, easing their life and helping them make more sales. The new friendly brand identity communicates with users like a human, making them feel as a friend.

In conclusion, Akbank's Contact Center Communication Platform is a testament to the power of innovative design in transforming customer experience. It is a shining example of how technology can be leveraged to create proactive, fast, and intelligent customer communication tools that not only solve problems at the source but also enhance the overall customer experience. This award-winning design is truly a game-changer in the realm of customer communication.