In continued efforts to achieve customer satisfaction through innovating comprehensive services
 

Kuwait, 26 August 2023: Kuwait International Bank (KIB) announced that its Retail Banking Department continues to spare no effort to provide its customers with a wide range of innovative and comprehensive digital services that adhere to the highest international standards and the latest technologies across the global banking industry. This is further supported by the Bank’s relentless effort to build and reinforce a reliable and advanced digital infrastructure, capable of ensuring a smooth banking experience for all customers, and with it guaranteeing the highest levels of customer satisfaction. As proof of the Bank’s earnest pursuits, the Retail Banking Department recorded a wide range of achievements during the first half of 2023, further instilling KIB’s position as a leading banking institution in Kuwait.

Commenting on the Bank’s achievements in H1 2023, Nawaf Al-Khrayef, Assistant General Manager of the Retail Banking Department at KIB, said: “In order to deliver the best quality of services and products, we are always monitoring the market for any behavioral changes or any newly rising needs and aspirations on the customers’ end. By constantly being up to date with their evolving lifestyles, we are able to innovate bespoke products and services that address their specific needs and enable them to realize their dreams in an unprecedented smart way. With the rapidly evolving technologies, we have to always be one step ahead of the market.”

Banking services with digital solutions 
Al-Khrayef further noted that KIB recorded around 95 million digital transactions in H1 2023 that the customers carried out through the KIB Online service and the KIB Mobile application. An additional 422,000 transactions were conducted using KIBPay, signifying a massive shift toward digital banking channels.
Besides the digitally fulfilled transactions, Al-Khrayef reported banking accounts opened during H1’23 increased by 198%, while the number of deposits grew by 93%. Further statistics reinforce the customers’ growing adoption of digital banking, such as the 1,387% rise in the use of push notifications on the KIB Mobile application since the feature’s launch, which allows users to stay up to date with their accounts’ and transactions’ details in a timely manner.
Widespread expansion across Kuwait
Stemming from its dedicated pursuit of reaching the biggest number of customers across all market segments, and as part of its comprehensive strategy for expansion and digitally fulfilling the market’s needs with ease and simplicity, KIB announced that it has 125 domestic ATMs spread across Kuwait. The Bank’s widespread network of ATMs has facilitated around 430,000 cash withdrawal transactions between January and June of 2023, in addition to 68,000 ATM deposit transactions. 

Call center and social media
In light of the Bank’s commitment to maintaining open channels of communication with its customers, allowing them to receive top-notch care and service 24/7, Al-Khrayef clarified that the KIB Contact Center received around 194,000 calls during the first six months of 2023, in addition to 325,000 automated calls, and 5,487 chat inquiries. These figures attest to the ease and accessibility of KIB’s customer service channels, as well as their speed and efficiency in responding to and resolving customers’ needs and inquiries whenever and wherever they are. To ensure all customers are easily served and supported all week long, KIB offers its customer service via multiple channels, including KIB Mobile, Live Chat, KIB Online, in addition to www.KIB.com.kw, the video call service, and lastly, KIB’s WhatsApp service. 

New services 
It serves to note that among KIB’s top digital banking achievements in H1 2023 is the launch of Apple Pay, as well as extending KIBPay services to corporate customers, not to mention providing the password visibility service on the app. Other digital services that were introduced or improved in 2023 include opening Al Dirwaza accounts through KIB Mobile, as well as relaunching the all-improved KIB Mobile application, with its transformed interface that enables customers to enjoy a smooth, safe, and trusted mobile banking experience. The last of KIB’s digital services included providing Eidiya notes through ATMs during this year’s Fitr and Adha holidays and receiving requests to open Al Dirwaza accounts via ATMs.