This archive report was first published on 6 September 2019.
On September 5, 2019, Housing Finance became the second bank in Kenya to introduce WhatsApp banking, a move aimed at improving customer experience and increasing efficiency.
The platform allows customers to interact with bank officials through WhatsApp for various services, including account opening, fund transfers, bill payments, and loan applications.
According to Housing Finance Group CEO Robert Kibara, the decision to adopt WhatsApp banking was driven by the platform's popularity among Kenyans, with millions using it daily.
CEO Kibara stated that the innovation enables customers to manage their banking needs through a chat, providing a more personal, intuitive, and efficient way to engage with the bank.
Customers are required to save the bank's WhatsApp contact to subscribe to the service, allowing them to chat with bank officials individually.
The launch of WhatsApp banking comes after Housing Finance reported a loss of KES 97 million in the first half of 2019, highlighting the need for innovative solutions to improve efficiency and increase profit.
