KCB Bank Improves Customer Experience Using Sparkcentral Customer Service Platform with WhatsApp Support

Sparkcentral today announced that KCB Bank Kenya customers will now be able to interact with the Bank via the popular messaging service WhatsApp.

The Bank has deployed the Digital Customer Service platform designed by Sparkcentral. This will see KCB Bank Kenya become one of the leading African financial services companies approved for the WhatsApp Business solution.

The platform will create a centralized communication hub for KCB digital customer care interactions, allowing the Bank to effectively leverage the most-used messaging systems to take communications to the next level as part of an overall digital transformation effort.

Companies can engage with Sparkcentral now to safely introduce customer care over WhatsApp at scale, to improve customer experience, reduce cost, and streamline customer care operations using one consolidated agent dashboard. In addition to WhatsApp, this includes helping customers with inquiries through Facebook Messenger, Instagram, Twitter, but also bi-directional SMS and modern live chat.

WhatsApp Business and Sparkcentral enable enterprises to improve customer experience, streamline customer care operations, and reduce the cost to serve by using asynchronous messaging — rather than traditional voice, email, or live chat channels — to communicate with the over 1.5 billion users of the highly popular messaging app. People in over 180 countries use WhatsApp to stay in touch with friends, family, and businesses, anytime and anywhere.

Job Njiru“We are redefining the customer journey, which is critical to the delivery of excellent customer experience. As part of our digital transformation efforts, we are enabling our platforms to collect real time data on our customers, then analyze and use it to make educated decisions on how to improve our operations on an ongoing basis,” said Job Njiru, the Customer Experience Director at KCB Bank Kenya.

“The platform combines enterprise scalability with ease of use, making the software a smart investment in terms of our long-term growth. We want to see our customers getting the answers and information they need from KCB as quickly and conveniently as possible and on the platforms they want,” he added.

The investment is in line with the focus on seamless customer onboarding, self-service enablement and excellent customer management by tapping into emerging technologies and popular platforms like WhatsApp.

Christoph Neut“The massive adoption of communicating through messaging apps like WhatsApp by mobile consumers worldwide, especially on the African continent, is disrupting traditional customer service delivery models. New customer expectations call for new technology. We designed our Digital Customer Service platform to make it easier for companies to keep up with the consumers who define customer care as personalized service that includes their digital channels of choice. We’ve found that integrating popular social messaging apps like WhatsApp are leading the charge when it comes to driving down customer service costs while driving up customer experience,” said Christoph Neut, Sparkcentral’s Vice President for EMEA.

About Sparkcentral

Sparkcentral is an enterprise messaging customer service platform company, helping customer-centric brands around the world change the way customer service is delivered. 1.5 billion people around the globe send tens of billions of messages on WhatsApp alone – per day. Yet very few of those messages go to businesses. Sparkcentral aims to change that.

The company connects businesses with customers through messaging, whether through social media (Facebook, Twitter, Instagram, YouTube) or messaging channels such as WhatsApp, Facebook Messenger, SMS or modern live chat. Leading brands around the world rely on Sparkcentral’s Messaging Customer Service platform, including Zappos, Slack, Nordstrom, Netflix, JetBlue, Emirates, DirecTV, Engie, MTN, Western Union, KBC Bank and AXA Insurance. Learn more at www.sparkcentral.com.

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