WhatsApp is becoming more and more non-trivial app for catching up with friends and arranging dates, to a powerful businesses tool enterprises can leverage to offer core services to customers. The Banking sector seems not to be left behind as HF launched Kenya’s first WhatsApp Banking solution targeting both old and new customers. With this new WhatsApp Banking option, the HF banking services such as virtual account opening, funds transfers, loans, bill payments, goods purchases and several others can be accessed simply through a WhatsApp chat.
‘’ A highly popular messaging platform with millions of active users in Kenya, WhatsApp unlocks an opportunity for us to offer our customers a more personal, intuitive and efficient way to engage with them on chat. This capability we are pioneering enables HF’s customers to manage their banking needs within their WhatsApp chat with the same efficiency as services obtained at our branches and other digital banking platforms. Customers can simply add HF’s WhatsApp phone number to begin a secure Chat Banking session,’’ said HF Group CEO Robert Kibaara during the launch ceremony.
Anyone interested in accessing any of the HF WhatsApp banking services just needs to save the bank’s WhatsApp number to their phone, and right there he or she will be able to participate in AI powered chats from where the HF team will be able to assist the customer with any of the services requested
“Customers’ expectations are constantly changing and it’s our duty as a customer-centric bank to ensure that our customers are provided with the means to initiate or carry out banking services through any channel they desire wherever they are conveniently,” added Mr Kibaara.
The WhatsApp Banking solution has been made possible through partnership with institutions such as Infobip, Wayawaya, Kocela and Myriad. These institutions have enabled HF to implement and take to market this revolutionary product to its existing and new customers.
“We are very honored to collaborate with such a prominent financial solutions provider. By offering WhatsApp as an alternative channel to their clients. HF Group is strengthening its relationship with customers and acting as a true leader in digital innovation. Enhancing the customer experience is a goal that all big companies should strive to achieve, and we’re thrilled that HF Group was one of the first financial institutions that recognized this opportunity in Kenya.” Said Rachel Njiru, Infobip’s Managing Director for Kenya & Director OP in Africa.
Kenya tops the list of African countries with ease of access to financial services thanks in part to its high uptake of mobile money, placing the country ahead of economic giants such as South Africa, Nigeria, and Ghana. Other key drivers of this development include mobile adoption and internet connectivity. 84 percent of Kenya’s population has access to the Internet. 91 percent of Kenya’s total population has a mobile phone, compared to the average of 80 percent mobile penetration in all of Africa. The most used social media platforms identified in Kenya is WhatsApp with 74% population usage according to the Jumia Kenya Mobile Report 2019