For making our costumers’ life easy, Kotak Bank has said that it will be the first to pilot WhatsApp’s enterprise solution to customers. ICICI Bank, too, has said that it is testing the messaging platform’s enterprise solution to engage with customers but has not yet announced a launch date.
Before text messages were there. that are one-way communication from the bank, customers can interact with Kotak Bank on its verified WhatsApp number for information on service requests such as updating PAN, mobile number, email ID, Aadhaar number, activating/deactivating passbook, canceling mandates for standing payments and changing their home branch.
ICICI Bank is currently piloting WhatsApp within a closed user group and plans to launch the service for customers within four weeks. Soon, customers will have the option to receive their alerts within WhatsApp, which can then be archived.
Now Kotak’s ‘811’ digital account customers can receive their welcome kits on the verified WhatsApp number. However, as a measure of safety, Kotak will not divulge personal or sensitive data on chat. Customers can discontinue communication on WhatsApp at any point in time. According to IT experts, using WhatsApp for two-way communication also benefits the bank as analysis of the chats will provide the lenders with better insights into their customers.
Earlier online movie ticketing website BookMyShow has been one of the early adopters of WhatsApp’s enterprise platform. Kotak Mahindra Bank chief digital officer Deepak Sharma said, “The familiarity and simplicity of the platform make it easy for customers to interact with their bank and get answers to queries in a seamless and convenient manner.”