How The *Human Touch* Makes GoTyme Bank's Customer Service Excellent

After one year of effectively positioning itself as one of the country’s premier digital banks, GoTyme Bank doubles down on the value of personal connection amid the digitalization of banking services through its newest brand campaign.

The multimedia push aims to illustrate the irreplaceable value of the human touch—that despite GoTyme Bank’s digital nature, its customer service still remains the most important touchpoint in building meaningful relationships with clients.

Since its launch in October 2022, GoTyme Bank—a joint venture between the Gokongwei Group and Tyme Group, a Singaporean digital banking group focused on emerging markets—has kept to its promise of next-level banking by providing products and services that help Filipinos unlock their financial potential.

The response has been nothing short of successful. By August, two months before the anniversary of its launch, GoTyme Bank breached the 1-million customer mark. This is thanks to the digital platform’s consistent focus on human banking, embodied by its “phygital” model that seamlessly blends the convenience of digital technology and human-led touchpoints in its operations.

The delicate crossover between digital technology and human touchpoints is encountered seamlessly from the moment a customer opens an account with GoTyme Bank. Over 900 GoTyme Bank ambassadors are available throughout the country, ready to guide customers in opening their accounts via GoTyme Bank kiosks in key areas. In a world of automated responses, customers can call, chat with, or email human personal bankers who are available 24 hours a day, 7 days a week.

To reinforce the personal connection and facilitate efficient customer service, GoTyme Bank ensures that one personal banker will deal with a customer’s concern. As Co-CEO Albert Tinio explains, “Our no-frills customer service also promises to go above and beyond. A personal banker will respond to your chat in 1 minute, pick up your call in 2 minutes, or revert [via] email or direct message on social media within 3 hours.”

Simply put, GoTyme Bank promises no chatbots or call menus, with customers able to speak directly to a human.

The GoTyme Bank campaign revolves around the belief that “the more digital the world becomes, the more human a bank needs to be.” It’s both a challenge and a responsibility especially relevant for digital banks, and GoTyme Bank pushes forward with the campaign in the hopes of embodying its commitment to being a human digital bank.

This integrated campaign launches in the form of a two-minute short film titled The Lonely Bot, where the main character Roboto finds himself in search of someone he could find a real connection with. Emotionally charged and insightful, the film highlights the necessity for human connection in a world of rapid technological advancement. The movie will be streamed online and screened in Robinsons Movieworld branches nationwide.

“The more digital the world becomes, the more human a bank needs to be,” CEO Nate Clarke reiterates GoTyme Bank’s ethos. “Our mission has always been clear: provide next-level banking to all Filipinos so they can unlock their financial potential. Today, we pledge that in every customer touchpoint: A helpful human will be there for you.”

“It’s not enough to provide ‘preferred banking’ in terms of convenience, pricing, and products—we need to provide a preferred customer service,” the CEO adds. “I don’t want to provide the best customer service of any bank in the Philippines; I want to provide customer service that is better than any business in the Philippines.”

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

Watch The Lonely Bot on YouTube. Download the GoTyme Bank app or go to any kiosks nationwide to open your own GoTyme Bank account and get your free Visa Debit Card in under 5 minutes. Visit www.gotyme.com.ph to get more news and information. Follow @gotymebank on social media for the latest updates and promos.