Hang Seng Bank's 'Come to You' Service: Revolutionizing Customer Experience

Hang Seng Bank, a leading domestic bank in Hong Kong, has unveiled its newly renovated Hong Kong Main Branch, showcasing the market-new 'Come to You' service concept. This innovative approach to banking aims to reduce waiting times and enhance customer convenience, setting a new standard for the industry.

The 'Come to You' service concept leverages technology to streamline customer service. Upon arrival, customers receive an electronic ticket via a QR code, allowing them to select their service area and be seated in the banking lounge. Staff then approach customers directly, using real-time technology to locate them and provide assistance. This approach handles 60% of general banking services, including cash deposits and transfers, with an average wait time of less than 10 minutes.

The integration of digital technologies and personalized service models in the 'Come to You' concept contributes to significant cost savings and operational efficiencies. By minimizing staff time spent on routine tasks, Hang Seng can focus resources on higher-value activities. Additionally, the use of QR codes for ticketing and real-time location tracking streamlines customer flow and reduces the need for physical teller counters.



Hang Seng Bank's 'Come to You' service concept offers potential long-term benefits in customer retention and market competitiveness. By reducing waiting times and enhancing customer experience, the bank can increase customer satisfaction and loyalty. According to a study by American Express, 70% of Americans have hung up on a company without calling back, simply because of a poor customer service experience. By addressing this pain point, Hang Seng can differentiate itself from competitors and attract more customers.

The 'Come to You' concept aligns with Hang Seng Bank's broader strategy of innovation and customer-centricity. By offering a seamless and personalized banking experience, the bank demonstrates its commitment to staying connected to customers and the community, reflecting its vision of 'Ever Growing, Ever Innovating.'

In conclusion, Hang Seng Bank's 'Come to You' service concept represents a significant leap forward in customer experience and operational efficiency. By embracing digital technologies and personalized service models, the bank is poised to maintain its competitive edge in the rapidly evolving banking landscape.