Banco Finandina and BeFriend advance more accessible banking for Deaf people in Colombia

Bogotá, Colombia. Banco Finandina, in partnership with BeFriend and Well Agency, is advancing its commitment to more accessible and inclusive service through solutions that facilitate communication between Deaf people and its customer service teams.

Through BeFriend, Deaf people can access Colombian Sign Language (LSC) interpreting services to communicate with Banco Finandina advisers across different service channels, including bank branches, contact centers and dealerships with the bank’s advisers.

How can you access service with BeFriend?

Access depends on the service channel:

• Bank branches: Deaf people can visit and ask for a Banco Finandina adviser to request service with BeFriend.
• Dealerships: at locations with Banco Finandina advisers, customers can ask for the bank’s adviser and request interpreting services.
• Contact Center: through BeFriend OnCall, Deaf people can communicate by phone with the contact center through remote Colombian Sign Language interpreting.

The initiative aims to facilitate interaction between Deaf people and customer service teams, enabling customers to express their needs and participate directly in their conversations with the support of interpreters who facilitate communication.

BeFriend OnCall: calls without barriers

BeFriend OnCall expands access to telephone services. Through a video call with an LSC interpreter, a Deaf person can communicate with Banco Finandina’s contact center without relying exclusively on voice communication.

The interpreter facilitates the exchange of information between the customer and adviser, while Banco Finandina staff remain responsible for customer service, identity verification and the applicable security protocols.

Technology and accessibility serving people

This initiative is made possible through the joint work of Banco Finandina, BeFriend and Well Agency, an organization that develops accessibility and communication solutions for businesses.

The partnership represents a step toward more inclusive service experiences, where communication barriers do not prevent Deaf people from accessing information and engaging with organizations.

The message for customers is simple: if you are Deaf and need assistance from Banco Finandina, ask for one of the bank’s advisers and request service with BeFriend. To contact the contact center, check the available access to BeFriend OnCall.

About BeFriend

BeFriend develops interpreting and accessibility solutions that facilitate communication between Deaf people and organizations through Colombian Sign Language interpreting services and tools adapted to different service channels.

About Well Agency

Well Agency develops business accessibility and communication solutions to help organizations offer more inclusive and accessible customer service experiences.