tyntec, a global cloud communications provider, has announced that one of its clients in the financial services sector is now using WhatsApp Business API’s rich media capabilities to send monthly statements to banking customers in Argentina.
WhatsApp’s rich media has provided a unique opportunity for tyntec’s customer Tarjeta Plan Platino to move away from the conventional methods of sending monthly account statements to their customers (postal services and emails).
With 23 branch offices in the province of Cordoba, Argentina, Tarjeta Plan Platino creates a unique combination of community based face-to-face service and mobile messaging based experience right on WhatsApp, which is used by almost all of their customers. In addition to modernizing their customer experience, WhatsApp Business API is helping the financial services company ensure on-time delivery of the monthly statementsand save money at the same time.
Before using the API, Tarjeta Plan Platino used email as a way to deliver paperless account statements to their customers, but once the customers were given the option to choose, WhatsApp quickly became the most preferred way – showing 200% more opt-ins compared to email in just two months.
“As a regional credit card issuer we compete with larger national companies. Putting great care in doing things the way our customers want is a cornerstone of how we differentiate our brand. And using WhatsApp to deliver important documents and provide customer support is a perfect example of that,” says Walter Zicovich, Co-Founder of Tarjeta Plan Platino. “Our customers love how they have everything they need right on the same app they use everyday. And we’re also reducing costs by replacing postal mails with WhatsApp and using less paper. It’s a win-win-win situation.”
“Providing peace of mind to our customers with an official business profile on WhatsApp is important for building trust as we’re sharing personal financial information with our customers,” continues Walter Zicovich. “With 45% of our customers opting in to receive account statements on WhatsApp – and increasing by about 10% month over month – we’re committed to integrating more systems with WhatsApp to provide better experiences for both our customers and agents.”
The ability to add new chat channels like WhatsApp, without disrupting existing agent-facing applications and UIs, is critical for businesses to ensure adoption and a positive user experience. “The flexibility and configurability built into our Chat API make sure that our clients aren’t forced to add additional software overhead or impede the user experience when they add new platforms,” says Dr Marco Lafrentz, VP of Products, tyntec.