Personalised Video for Customer Onboarding at Banks in Vietnam
Banks in Vietnam use personalised video to onboard new customers by generating a short, data-driven video for each person — welcoming them by name and explaining their account, fees, and next steps in Vietnamese. It lifts activation, cuts first-week support calls, and complements State Bank of Vietnam (SBV) electronic know-your-customer (eKYC) onboarding.
Why Does Onboarding Decide a Customer's Lifetime Value?
The first two weeks after account opening decide whether a customer funds the account, sets up a salary transfer, and adopts the card — or quietly goes dormant. Vietnam's retail banking market is crowded and mobile-first, acquisition is expensive, and switching apps is effortless, so a weak welcome is money lost.
Traditional onboarding leans on a generic welcome email, a portable-document-format (PDF) terms file, and a call centre the customer only reaches after something confuses them. Little of it is tailored, and much of it is skipped. A personalised video reverses that: it speaks to one customer, references their actual product, and shows the two or three actions that matter in week one.
This sits against a tightening regulatory backdrop. Vietnam now requires biometric verification for card issuance and higher-value transactions under Circular 45/2025/TT-NHNN, using chip-based Citizen Identity cards or the national VNeID digital identity (Vietnam Law Magazine). Personal data handling is governed by Decree 13/2023/ND-CP and, from 1 January 2026, Law No. 91/2025/QH15 on Personal Data Protection (EY Vietnam). Clear, consented communication supports both.
What Does a Personalised Onboarding Video Include?
A good onboarding video is short — 45 to 90 seconds — and built from the customer's own record. Every element is generated per viewer rather than filmed once for everyone.
- A named welcome in the customer's preferred language, Vietnamese or English.
- Their specific product — the exact account tier, card, or salary package they opened.
- Key numbers shown clearly: minimum balance, monthly fee in ₫ (Vietnamese dong), and any waiver conditions.
- The next best action — fund the account, activate the card, or complete a pending eKYC step.
- Where to get help, including the app, branch, and support channels.
This is where personalised video origination platforms such as YuVin fit: one approved template produces thousands of individually accurate videos, each pulling live data from the core banking system.
Onboarding element | Generic onboarding | Personalised video onboarding |
|---|---|---|
Greeting | "Dear Customer" | Customer's name, in Vietnamese or English |
Product detail | One-size PDF | Their exact account, card, and fees in ₫ |
Fees and conditions | Buried in terms | Shown on screen, plainly |
Call to action | None or generic | The one step that matters this week |
Support routing | Reactive call centre | In-video links to app and branch |
How Does AI Create Personalised Onboarding Videos?
The system takes an approved master template — visuals, brand, and scene structure — and merges each customer's data into it at render time. A rules layer selects the right language, product scenes, and fee figures for that person; a voice layer narrates in a natural Vietnamese or English voice; and the video renders automatically the moment the account is approved.
Because the template is fixed and every figure is pulled from the source system, the output stays on-brand and accurate at scale — one platform can produce onboarding videos for an entire cohort of new customers without a studio. Analytics then show who watched, who dropped off, and which action they took, so the journey keeps improving.
How Does This Fit Vietnam eKYC and VNeID?
Personalised video is a communication layer, not a replacement for identity verification. It works best stitched into a compliant digital journey: the customer verifies identity — increasingly via a chip-based Citizen Identity card or a VNeID account under the SBV's biometric rules — completes eKYC, and then receives the welcome video as the human-feeling confirmation that everything is set up (Vietnam News).
For banks already automating identity checks, pairing video onboarding with a strong verification flow closes the loop from "identity confirmed" to "customer activated." The result is a journey that is fast for the bank and reassuring for the customer. This is a general explainer, not legal or compliance advice.
FAQ
Is personalised video onboarding available in Vietnamese? Yes. Videos can be generated in Vietnamese or English per customer, with a natural narration voice, so each person is welcomed in their preferred language.
Does it replace eKYC or identity verification? No. It is a communication and activation layer. Identity verification and eKYC — via chip-based Citizen Identity cards or VNeID under SBV rules — happen through your compliant onboarding flow; the video confirms and guides afterward.
How does it lift activation rates? By showing each customer the one or two actions that matter in week one — funding the account or activating a card — in a clear, named message, rather than a generic email most people ignore.
Is customer data safe in these videos? The video is generated from your own systems and delivered through your secure channels. Data handling should follow your bank's controls and Vietnam's Decree 13/2023 and Law 91/2025 personal data obligations.
How many videos can be produced at once? Thousands. One approved template renders an individually accurate video for every new customer in a cohort, each pulling live account data, without a film crew.
What results can a bank measure? Watch-through rates, first-week activation, funded-account ratio, and reductions in early support calls — all trackable per video and per campaign.
Conclusion
In Vietnam, winning a new bank customer is only half the job; activating them is where value is created. Personalised video turns a forgettable welcome email into a clear, Vietnamese, data-accurate moment that tells each customer exactly what to do next — and does it at the scale of an entire onboarding pipeline.
Make every new customer's first week count. Talk to the YuVerse team to see personalised video onboarding in action. For related reading, see our personalised video banking guide and 5 ways banks use video AI for customer onboarding.
References
- Vietnam Law Magazine — Vietnam adopts mandatory biometric authentication for new bank cards (Circular 45/2025/TT-NHNN) — https://vietnamlawmagazine.vn/vietnam-adopts-mandatory-biometric-authentication-for-new-bank-cards-76056.html
- Vietnam News — Việt Nam adopts mandatory biometric authentication for new bank cards — https://vietnamnews.vn/economy/1731179/viet-nam-adopts-mandatory-biometric-authentication-for-new-bank-cards.html
- EY Vietnam — Legal Alert: Personal Data Protection Law (Law No. 91/2025/QH15) — https://www.ey.com/en_vn/technical/tax/tax-and-law-updates/legal-alert-july-2025-personal-data-protection-law
