KCB launches platform that allows interaction with customers on WhatsApp

KCB Group Chief Executive Officer Joshua Oigara.
KCB Group Chief Executive Officer Joshua Oigara. PHOTO/COURTESY

By Edna Mwende

Kenya Commercial Bank (KCB) has deployed a Digital Customer Service platform that will now allow its customers to interact with them on WhatsApp.

According to a news report by the Business Daily, Customer Experience Director at KCB Bank Kenya Job Njiru says the bank is redefining the customer journey, which is critical to the delivery of excellent customer experience.

“As part of our digital transformation efforts, we are enabling our platforms to collect realtime data on our customers, then analyse and use it to make educated decisions on how to improve our operations on an ongoing basis,” said Mr. Njiru as quoted by the Business Daily.

The bank has deployed the digital customer service platform designed by Sparkcentral, a San Francisco-based firm that will create a centralised communication hub for KCB digital customer care interactions.

WhatsApp is the largest messaging platform in the world with over 1.5 billion monthly active users, making it a dominant platform in markets around the world.

Business Daily additionally reported that KCB’s customers will also be able to make inquiries through Facebook Messenger, Instagram, Twitter, as well as SMS and live chat.

According to a news report by Capital FM Business, data from the United States International University (USIU) revealed that WhatsApp is the most used application in the country at 88.6 percent, surpassing Facebook at against 88.5.

“The massive adoption of communicating through messaging apps like WhatsApp by mobile consumers worldwide, especially on the African continent, is disrupting traditional customer service delivery models,” said Christoph Neut, Sparkcentral’s Vice President in the Capital FM news report.

He added that they have found integrating popular social messaging apps like WhatsApp is leading the change when it comes to driving down customer service costs while driving up customer experience.

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