Taishin FHC Corporate Social Responsibility Report 2019

59 Superior Service Richart Digital Bank Saving Payment Wealth Management Loans Insurance Foreign Currency Richart Digital Bank Awards in 2019 The Asian Banker International Excellence in Retail Financial Services Awards 2019 Global Finance 2019 World's Best Digital Bank Awards Best Digital Distribution Network The Digital Lending Product of the Year in Taiwan Best in Social Media Marketing and Services ABF Retail Banking Awards 2019 Global Winner Best in Social Media Marketing and Services Asia-Pacific Winner Open Banking Initiative of the Year in Taiwan Richart’s spirit is to be “different from a bank.” The brand image of the cute dog with the red bow tie is especially popular with young people. The app’s simple and clean design interface and customer experience have been key to its success. In 2017 and 2018, this app won the “Red Dot Design Award” for two consecutive years, and in 2019 it won many other international awards. From its UIUX (User Interface/User Experience) design to attention for social causes to OPEN BANK, Richart has made financial services more than just a face and has had the courage to break with tradition and be “the bank least resembling a bank.” In online word-of-mouth monitoring and third-party market surveys, Richart has been more favorably rated by young users when compared with many other digital financial brands. The main reason is that Richart truly understands young people needs for financial services, and uses a 100% customer experience and mobile app as the core of its thinking to integrate its six products of “saving, payments, wealth management, loans, insurance, foreign currency” and to create simple, convenient, transparent and relatable services that help young people easily cross the financial threshold. For example, the “Little Secretary” function directly displays monthly free transfers and withdrawals, cumulative interest, etc. on the homepage, a convenient way for users to quickly check their account information. The “Account Analysis” function helps users to effectively manage their monthly bills. Charts give them a quick and clear real-time account overview, analyzes their recent purchases, and provides financial advice (on foreign currency fixed deposits or fund investments, etc.) to allow idle funds to be used more effectively, which users simply love. The “Mochi Index” gives back to loyal customers. Interactive online tasks encourage the customers to complete their “Mochi Tasks” to improve their Mochi Index score. The higher the stickiness between a customer and Richart, the higher their Mochi Index score, and the higher their discount will be when they apply for a loan. Taishin Bank not noly introduced Pepper, smart robot and linked to smart watches but we also were the first bank to apply robotic process automation (RPA) to facilitate the account opening process. Moreover, we use Optical Character Recognition (OCR) technology to enable customers to automatically enter their credentials, use biometric fingerprint recognition for quick login, and customize their investment portfolios while assisting in monitoring the market. The simple and easy-to-understand design has been well received by customers and offers a high degree of security. Richart comes with a chatbot and intelligent customer service. It is currently able to respond to more than 95% of issues raised, with high accuracy and convenience. As long as you have Line or Face - book, you can immediately have your questions answered and resolved, which is a great way to meet the immediate needs of today’s young users. Richart uses users’ suggestions and experience exchanges and continues to combine the latest technology to integrate online and offline user behavior, perform big data analysis, and apply Design Thinking to create better and smoother services and user experiences for its users.