“With Birbank Star, we offer our customers not just a card but a life-simplifying experience,”

How do you see Birbank Star becoming a market leader?

That's precisely our goal. We wanted to create a product that would revolutionize the financial market, be highly competitive, and most importantly, delight our customers. I believe we've achieved that with Birbank Star. Imagine having a credit card that allows you to spend up to 30,000 manat without any interest or fees. Whether you withdraw cash from Kapital Bank or other banks' ATMs, transfer money to other cards, or make payments with no fees or commissions. It's that simple.

So, Birbank Star breaks away from the traditional terms and conditions that we're accustomed to with credit cards?

Exactly. Kapital Bank has the largest customer base in the country. Our success lies in our commitment to listening to our customers and addressing their needs. When we studied our customers' experiences with credit cards, we often heard about the complexity of terms, the difficulty of understanding how interest and fees were calculated, and other similar issues. Our customer service center received numerous inquiries about balance tracking, unconfirmed debts, and interest rates applied to spent amounts. This is understandable, as most customers want to track their transactions themselves. Traditional credit cards didn't always make this easy.

With this in mind, we created a product that is simple, easy to use, and suitable for a wide audience, regardless of age, profession, or social status. Birbank Star is like your best friend. You can use the money on the card however you want. There are no fees for any transactions – whether it's cash withdrawals, transfers, or online payments. The repayment terms are straightforward. The amount used must be returned to the card by the end of the month. If the amount is not returned, a service fee of 10 manat is charged for every 500 manat of debt, and this amount must be paid by the 10th of the following month. There are no monthly payments, no interest calculations, no commissions for transactions, and no need to worry about exceeding limits or grace periods. You can easily track your balance and transactions by the Birbank mobile app through a special functionality created specifically for Birbank Star card. It's that simple and convenient. Our goal is for Birbank Star to be the most convenient, understandable, and cost-effective card for everyday use. This card will completely change the negative perceptions that customers have about credit cards, such as high interest rates and fees.

Customers are also concerned about cashback. Does Birbank Star offer any additional benefits like cashback?

Absolutely. Just like our other credit cards, Birbank Star offers both cashback and double VAT. Our customers can earn more cashback by joining the cashback categories in the Birbank mobile app, shopping with our extensive network of partners, and taking advantage of other offers from our bank.

I should also mention that customers can order a Birbank Star card through the Birbank mobile app, online at kapitalbank.az or birbank.az, or at any Kapital Bank branch. They can also choose between a physical or digital card. For online orders, we offer home delivery within Baku in partnership with Wolt. In fact, we were the first in the world to introduce card delivery with Wolt. For deliveries outside the city, we partner with Azeriexpress.

As a leading bank, what steps are you taking to maintain your leadership position and ensure customer satisfaction?

The answer is simple: customer-centricity is one of our strategic goals. Our activities are focused on our customers' convenience and satisfaction. To ensure financial accessibility, we are investing in the digitalization of our processes, products, and services, while also improving service quality and ensuring the security of banking services. We are actively investing in new technological solutions and loyalty programs. I am pleased to say that all these initiatives have paid off. Today, 52% of our cash and card sales are conducted through digital channels. Our digital deposit product, launched last year, has a portfolio of 65 million manat. As of September 2024, we have returned 52 million manat to our customers in the form of cashback and VAT bonuses. Over 40% of inquiries to our call center are answered by AI chatbots without live interaction, reducing service time from several minutes to 4-5 seconds.

Finally, what would you like to say to customers who choose Kapital Bank?

I'd like to express my sincere gratitude to our customers for choosing us and for inspiring us to create innovative products like Birbank Star. This card is a testament to our commitment to understanding and meeting our customers' needs. I encourage everyone to experience the simplicity and convenience of Birbank Star and say goodbye to the complexities of traditional credit cards.