3.6 million people accessed information on the Intreb BT platform last year, up 23% in visitors and 22% in visits compared with 2020.

Intreb BT contains over 1,800 questions and answers on banking. It is a search engine kept up to date by the Banca Transilvania team, making information about banking products and services easy to access online. It also serves as a channel for informing, educating and guiding customers, alongside BT’s other direct communication channels: more than 500 branches, the Call Center, social media and chatbots.

Trends on Intreb BT

• Rising interest in remote banking solutions: the biggest increases were in searches for information on BT apps, bank transfers, updating contact details and loans for Romanians working abroad.
• Interest from Romanians in the diaspora also increased, with site traffic growth by country as follows: Spain +66%, the Republic of Moldova +65%, the Netherlands +54% and Italy +50%.
• New customer segments are visiting the site: the strongest growth came from people aged 65+ (+60%), 45-54 (+50%) and 55-64 (+39%).
• The phone has become the preferred way to access information: more and more people are visiting the site from their phones, up 26% in 2021 versus 2020.
• Greater site awareness: a record 60% now reach Intreb BT by going directly to the platform, with the rest of the traffic coming from specific Google searches.

Top-rated topics

Visitors to the platform can rate how useful the answer they found was, and the most appreciated were:

• If I am listed with the Credit Bureau, can I still get a loan?
• What is the SWIFT code?
• What is the minimum age to get a debit card?
• What documents do I need to open an account?
• How long does a bank transfer take in Romania and abroad?