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.
A person using a smartphone with a WhatsApp chat open, demonstrating the use of WhatsApp as a digital customer service channel.
Learn how GFT is leveraging WhatsApp as a new digital channel to offload contact centre workloads. This image shows a person interacting with a chatbot on WhatsApp, highlighting the integration of messaging apps into customer service strategies to enhance efficiency and user experience.

High customer satisfaction

Instant messaging

Reduction in agents’ idle time

Logo of Bankia in lime green text.
Explore the services of Bankia with their distinctive lime green logo, reflecting their dynamic and modern approach to banking. Visit GFT for detailed insights into Bankia's financial products and services.
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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    WhatsApp as a new support channel to bolster contact centre

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