This archive report was first published on 31 July 2019.
July 31, 2019 - KCB Bank Kenya has taken a significant step in enhancing customer experience by introducing a new service that allows customers to interact directly with the bank using WhatsApp.
The move is aimed at making it easier for customers to reach the bank, and it comes at a time when WhatsApp Business App has been gaining popularity since its launch in January 2018.
According to KCB, the new service has been made possible through the deployment of the Digital Customer Service Systems designed by Sparkcentral, a customer experience solutions provider based in San Francisco, US.
"We are redefining the customer journey, which is critical to the delivery of excellent customer experience. We want to see our customers getting answers & information they need as quickly & conveniently as possible," says Micheu Njiru, the Customer Experience Director at KCB Bank Kenya.
Sparkcentral's system also includes Facebook Messenger, Instagram, Twitter, and SMSs, making it a comprehensive platform for businesses to engage and manage conversations with customers.
With the new system, KCB will not only be able to reduce customer service costs but also improve the experience and increase loyalty. However, some customers have expressed concerns about the quality of the service, citing issues with KCB's own app and USSD code.
Customers will receive an SMS inviting them to join the WhatsApp service, and KCB has promised to provide more information on how to get started through their Twitter account.
