KCB to connect with customers on WhatsApp

WhatsApp is one of the most used digital platforms of communication in the world. [Source/ forbes.com] KCB Bank Kenya has now listed WhatsApp as one of its official means of communication to its clients.

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The commercial bank which was founded in 2015 will be using the platform to centralise other various digital communication interactions like Instagram, Twitter, Facebook Messenger, and SMS.

"The WhatsApp platform will create a centralised 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," KCB bank wrote on Twitter .

According to the Customer Experience Director at KCB Bank Kenya Micheu Njiru, the development of the new communication platform is significant in improving customer experience.

"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," Micheu Njiru stated as quoted by KCB Bank in a tweet .

A report by the Standard indicated that a 2018 KPMG Banking Industry Customer Satisfaction Survey done on various countries in Africa, revealed that a good number of customers relate with digital means of communication.

WhatsApp is one of the most used digital platforms of communication in the world.

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