• WhatsApp as a new support channel to bolster contact centre

WhatsApp as a new support channel to bolster contact centre

Instant messaging boosts customer satisfaction and contact centre productivity
To reduce the volume of contact requests from bank customers, the bank wanted to offer WhatsApp as a new, familiar customer support channel. Chatbots should improve the response time for bank customers and, on the other hand, reduce the bank's costs.
WhatsApp as a new support channel to bolster contact centre<br/>
WhatsApp as a new support channel to bolster contact centre

High customer satisfaction

Instant messaging

Reduction in agents’ idle time

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Client
Bankia S.A.
Bankia S.A. is a Spanish bank that was created in July 2010 by a merger of seven savings banks. It offers a comprehensive range of traditional financial services, including retail banking, wholesale banking, private banking and asset management. In 2021, Bankia merged with CaixaBank.

Challenge

Challenge

Engagement

Engagement

Benefit

Benefit
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Your expert | Banking & Cloud
Alpesh Tailor
Director Banking Solutions & Cloud
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  • Success Story

    WhatsApp as a new support channel to bolster contact centre