This archive report was first published on 5 September 2019.
Kenya's mobile phone penetration is among the highest in Africa, with an estimated 91% of the population owning a mobile phone.
According to the Jumia Kenya Mobile Report 2019, the country's high mobile and internet penetration has led to a significant growth in social media users, with 8.2 million users currently active on social media platforms.
HF Group has taken advantage of this trend by launching a new WhatsApp banking platform, which allows customers to interact with the bank through the popular messaging app.
‘’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,’’ said HF Group Chief Executive Robert Kibaara.
The platform, which was launched on September 5, 2019, allows customers to perform various banking services, including virtual account opening, funds transfers, loans, bill payments, and goods purchases, among others.
‘’Customers can simply add HF’s WhatsApp phone number to begin a secure Chat Banking session,’’ said Kibaara.
HF Group has partnered with Infobip, a global cloud communication company, and Wayawaya, Kocela, and Myriad to implement and market the new platform.
Infobip’s Managing Director for Kenya & Director OP in Africa, Rachel Njiru, said, ‘’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.’’
HF Group's new WhatsApp banking platform is part of the bank's digital banking strategy, which aims to provide solutions to social and economic challenges through innovation.
Other lenders, such as KCB Bank, have also seen the opportunity offered by WhatsApp and have launched their own digital service platforms that enable interaction with customers on the popular social media platform.
