Housing Finance Group customers will now be able to interact with the bank via the popular messaging service WhatsApp as part of its digital transformation strategy aimed at improving efficiency, targeting to return to profitability.
The bank says the move will create a centralized communication hub for HF Group digital customer care interactions. “Our aim is to create a full-service bank on our client’s phones,” said HF Group chief executive Robert Kibaara on Thursday when they unveiled the platform.
“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,’’ Kibaara added.
— HF Group KE (@HFGroupKE) September 5, 2019
This new channel is part of HF’s digital banking strategy and cements its commitment to providing solutions to social and economic challenges through innovation geared at resolving critical issues around ease of access, convenience, safety and simplicity of essential financial services.
“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.
Other financial institutions that offer a similar service include Kenya Commercial Bank Kenya, NIC Bank.