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Destaca la experiencia de usuario en autogestión y seguimiento a los casos

Photo of Wellington Pérez Wellington Pérezseptiembre 12, 2022
2.265 5.854 2 minutos de lectura

Santo Domingo, D.N. – La App Popular y su funcionalidad para la autogestión de reclamaciones resultaron premiadas por la revista financiera Global Finance como una “Innovación sobresaliente en experiencia de usuario” y una de las primeras aplicaciones de este tipo para América Latina, realzando así la capacidad del Banco Popular Dominicano para facilitar a sus clientes los trámites de solicitudes sobre productos y servicios financieros a través de su teléfono móvil.

Este servicio digital, pionero en su clase en el país y en la región, se lanzó en marzo de 2021 y abarca solicitudes de reclamaciones sobre depósitos en cajeros automáticos, revisión de cargos por mora o financiamiento, cuentas corrientes personales, de ahorro y préstamos, retiros, transacciones con tarjetas de crédito y corrección de cuotas o pagos de productos.

Gracias a su diseño ágil, presentar una solicitud mediante esta funcionalidad de la App Popular toma solo cinco clics. A su vez, el cliente puede dar seguimiento al proceso, independientemente de si presentó su reclamo en una sucursal o directamente a través de la aplicación móvil.

Para la revista, los reclamos digitales móviles del Popular son un ejemplo de que “no hay más desconexiones entre los mundos en línea y fuera de línea”.

Para esta facilidad en el servicio, el banco trabajó bajo la metodología AGILE, que prioriza las necesidades de los clientes y sus interacciones con la oferta de productos y servicios financieros, ofreciéndoles una respuesta rápida y agregando valor a la propuesta comercial del Popular.

Ampliación del liderazgo digital

Durante el pasado año, las reclamaciones digitales en la App Popular representaron más del 45% del total de reclamaciones realizadas por los clientes, reflejándose así la alta y rápida adopción del uso de esta funcionalidad por la clientela.

Según opinan los usuarios de esta funcionalidad, aprecian mucho su valor, calificándola como de “fácil manejo y siempre a mano”, “rápida y eficiente”, “de muy avanzada tecnología” o “muy práctica y eficaz”, lo cual demuestra el impacto positivo que ha tenido en su relación con el banco, ahorrándoles mucho tiempo en desplazamientos.

Más de 1.2 millones de usuarios de App Popular

Esta buena acogida es una muestra del liderazgo digital del Banco Popular y de su aplicación, la más utilizada en el sistema financiero dominicano, con más de 1.2 millones de usuarios, que representan el 70% de la base total de clientes activos del banco.

En los últimos dos años, la App Popular ha presentado más de 30 funcionalidades integradas, que facilitan las distintas operaciones bancarias de los clientes y hacen sus vidas más sencillas. En total, la aplicación cuenta con más de 100 funcionalidades disponibles.

Entre estas innovaciones, destacan Split Popular, que permite a los usuarios dividir gastos y realizar cobros entre sus contactos; Pagos QR, donde los clientes reciben y envían pagos con esta innovadora tecnología; apertura de una Cuenta Digital; pagos sin contacto (NFC) vía el Wallet Popular; Código Cash para efectuar pagos a terceros en efectivo, utilizando la red de cajeros automáticos; captura y depósito remoto de cheques a través de una fotografía; autenticación biométrica con validación de huellas o las Facilidades de Pago para realizar acuerdos de saldo de tarjetas de crédito y consolidación de deudas, entre otras.

Actualmente, la App Popular es uno de los principales canales digitales del Popular, registrando un promedio mensual de 3.7 millones de transacciones. De este modo, de cada 100 transacciones efectuadas por Internet Banking y la App Popular, 70 se hacen a través de la aplicación y 30 a través de la página web www.Popularenlinea.com.

Photo of Wellington Pérez Wellington Pérezseptiembre 12, 2022
2.265 5.854 2 minutos de lectura
Photo of Wellington Pérez

Wellington Pérez

Egresado como periodista de la Escuela de comunicación de la Universidad Autónoma de Santo Domingo (UASD). Cuatriboliao, Minoso y más Cabraleño que una Cachua o una Viejaca.

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