Demystifying WhatsApp for Banks

By March 3, 2019 March 8th, 2019 Banking Communications, Customer Experience
There are several ways banks can use WhatsApp Business to connect with customers and enhance their customer experience.

 

1. DRIVE CUSTOMER ENGAGEMENT
Banks can better engage with customers through real-time conversations and rich communications functionalities. Banks can immediately respond to enquiries by sending and receiving rich messages with high-resolution images, text, file and document sharing.

 

2. MAKE CONVERSATIONS PERSONAL
WhatsApp Business makes it simple for banks to personalize the content of messages for each customer. Personalization includes user attributes such as the customer’s name, user behavior (previous purchase orders for example) or location (country, city).
Today, personalization is key for any business communications. According to Business Insider, 47% of customers will leave a brand’s website if they don’t get customized product lists or information.

 

3. ENSURE MESSAGING SECURITY AND PRIVACY
Clients and customers want the highest level of security, especially when it comes to personal financial data or payment information. WhatsApp Business provides a safe and secure, yet convenient way for customers to chat with their preferred business or financial institution.
WhatsApp Business confirms customers are communicating with a verified business. The customer also approves the dialogue by opting-in before the communication with a specific business takes place. Customers can also be the first to initiate the contact and provide consent to interact.

 

4.  MEASURE RESULTS AND IMPACT
WhatsApp Business is a highly measurable chat app that monitors in real-time whether someone is responding to your messages or writing back and engaging in the conversation. Banks can also receive status delivery and messages seen reports, helping to optimize future conversations even further.

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