Vietcombank wins Vietnam customer experience banking award — Eter News

Enriched Analysis 深度解析

Vietcombank wins Vietnam customer experience banking awardVietcombank获越南银行业年度客户体验奖

Vietcombank won Vietnam Customer Experience of the Year - Banking at the Asian Experience Awards 2026. The bank upgraded its contact centre and service journeys through redesigned call routing, digital ticketing, Zalo Chat, internet-based in-app calls and voicebots. The article says customer satisfaction rose from the first nine months of 2025 to the first three months of 2026, while call abandonment declined in the first half of 2026.Vietcombank在2026年亚洲体验奖中赢得“越南年度客户体验奖——银行业”。该行通过重新设计电话路由、推出数字工单、启用Zalo Chat、在银行应用内提供互联网通话以及部署语音机器人，升级客服中心和服务流程。文章称，客户满意度从2025年前九个月至2026年前三个月有所上升，2026年上半年电话放弃率持续下降。

Asian Business Review 2 Oct 2026 2026年10月2日

01The Story新闻事实

Vietcombank won Vietnam Customer Experience of the Year - Banking at the Asian Experience Awards 2026. The bank upgraded its contact centre and service journeys through redesigned call routing, digital ticketing, Zalo Chat, internet-based in-app calls and voicebots. The article says customer satisfaction rose from the first nine months of 2025 to the first three months of 2026, while call abandonment declined in the first half of 2026.Vietcombank在2026年亚洲体验奖中赢得“越南年度客户体验奖——银行业”。该行通过重新设计电话路由、推出数字工单、启用Zalo Chat、在银行应用内提供互联网通话以及部署语音机器人，升级客服中心和服务流程。文章称，客户满意度从2025年前九个月至2026年前三个月有所上升，2026年上半年电话放弃率持续下降。

  • Vietcombank won Vietnam Customer Experience of the Year - Banking at the Asian Experience Awards 2026.Vietcombank在2026年亚洲体验奖中赢得“越南年度客户体验奖——银行业”。
  • The bank redesigned its inbound call flow to reduce pre-routing connection times before customers reach an agent.该行重新设计了呼入电话流程，以缩短客户接通客服人员前的预路由连接时间。
  • A digital ticket solution transfers requests between the contact centre and relevant branches, with real-time status updates and request tracking.数字工单系统可在客服中心与相关网点之间转移请求，并提供实时状态更新和请求跟踪。
  • Vietcombank introduced an official Zalo Chat account and enabled internet-based hotline calls from its digital banking application.Vietcombank推出了官方Zalo Chat账号，并允许客户通过数字银行应用使用互联网拨打客服热线。
  • The bank deployed voicebots across service areas to automate interactions and improve response efficiency.该行在多个服务领域部署语音机器人，以自动化互动并提高响应效率。
  • Customer satisfaction increased between the first nine months of 2025 and the first three months of 2026, while call abandonment rates declined in the first half of 2026.客户满意度从2025年前九个月至2026年前三个月有所上升，电话放弃率则在2026年上半年下降。

The award highlights how Vietcombank is combining contact-centre process changes with digital channels and automation to improve service performance.该奖项体现了Vietcombank将客服中心流程改造、数字渠道与自动化结合起来，以改善服务表现。

023 Dimensions维度分析

Cause因果关系

Contact-centre redesign客服中心再设计

Vietcombank focused on reducing friction before and during customer-agent interactions. Redesigned call routing and digital ticketing were intended to shorten waiting and handling times while improving request visibility.Vietcombank重点减少客户与客服人员互动前后的流程阻力。重新设计的电话路由和数字工单旨在缩短等待及处理时间，同时提高请求处理的可见性。

  • The redesigned inbound call flow reduced pre-routing connection times before callers reached an agent.重新设计的呼入电话流程缩短了来电者接通客服人员前的预路由连接时间。
  • The digital ticket solution provides real-time status updates and transparent tracking for customer requests.数字工单系统为客户请求提供实时状态更新和透明跟踪。
Stakeholder impact利益相关方

Expansion of digital access数字化服务入口扩展

The bank added multiple digital touchpoints for customer support, including Zalo Chat, automated chatbots and calls routed through the digital banking application.该行为客户支持增加了多个数字化入口，包括Zalo Chat、自动聊天机器人以及通过数字银行应用路由的电话。

  • Complex requests from the official Zalo Chat account are routed to agents through automated chatbots.官方Zalo Chat账号中的复杂请求会通过自动聊天机器人转交客服人员。
  • Calls initiated from the digital banking application route directly through the internet and were described as lowering operational costs.从数字银行应用发起的电话可直接通过互联网路由，文章称这有助于降低运营成本。
Consequence影响推演

Reported service outcomes报告的服务成效

The article links the combined service initiatives with higher customer satisfaction and lower call abandonment. It does not provide the underlying scores or percentage changes.文章将这些服务举措与客户满意度上升及电话放弃率下降联系起来，但未提供具体得分或百分比变化。

  • Customer satisfaction scores increased from the first nine months of 2025 to the first three months of 2026.客户满意度得分从2025年前九个月至2026年前三个月有所上升。
  • Call abandonment rates showed a consistent reduction in the first half of 2026.电话放弃率在2026年上半年持续下降。

03Timeline时间线

  1. 2026 Vietcombank won Vietnam Customer Experience of the Year - Banking at the Asian Experience Awards.Vietcombank在亚洲体验奖中赢得“越南年度客户体验奖——银行业”。
  2. 2026-10-02 Asian Business Review published the report on Vietcombank's award.Asian Business Review刊发了关于Vietcombank获奖的报道。

Key takeaway核心结论

Vietcombank's recognised customer-experience programme combines process redesign, digital access and service automation, with reported improvements in satisfaction and call abandonment.Vietcombank获认可的客户体验项目结合了流程再设计、数字化服务入口和服务自动化，并报告称客户满意度提高、电话放弃率下降。

04What to Watch后续关注

  1. Whether Vietcombank continues expanding voicebots, chatbots and other automated service interactions.Vietcombank是否继续扩大语音机器人、聊天机器人及其他自动化服务互动的应用。
  2. Whether the digital ticket system improves response handling across the contact centre and branches.数字工单系统是否继续改善客服中心与网点之间的请求响应处理。
  3. Whether customer satisfaction and call abandonment trends persist beyond the periods cited in the article.客户满意度和电话放弃率的变化是否会延续至文章所述时期之后。

05Uncertainties不确定因素

  • The article does not provide the actual customer satisfaction scores, call abandonment rates or percentage changes.文章未提供客户满意度得分、电话放弃率或具体百分比变化。
  • The report does not identify the award judging criteria or compare Vietcombank with other banking winners.报道未说明评奖标准，也未将Vietcombank与其他银行业获奖者进行比较。

06Sources信息来源

  1. Vietcombank wins Vietnam Customer Experience of the Year - Banking - Asian Business ReviewVietcombank wins Vietnam Customer Experience of the Year - Banking - Asian Business Review Asian Business Review · 2026-10-02

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