Raiffeisenbank implemented Whatsapp Business for communication with clients

2019

Information support more than 2.5 million clients in Russia through WhatsApp Business

On February 5, 2019 it became known that the communication framework for business of Infobip connected WhatsApp Business for Raiffeisenbank. The business messenger will become for employees of the bank the additional communication channel with clients. Through the official corporate account the bank will perform information support more than 2.5 million clients in Russia.

Such solution is caused by popularity of WhatsApp: daily using the application more than 60 billion messages are sent. According to the research Nielsen Facebook Messaging Survey, the messenger for communication with sellers is going to use 67% of users more often, and 53% emphasizes that they buy more willingly in those shops at which operational and direct communication with audience is adjusted.

Connection to WhatsApp Business will help Raiffeisenbank to expand idea of the target audience. So, for example, according to the research center Pew Research Center, the age of 42% of audience of messengers is 18-29 years, and 19% are the share of people 50 years are more senior.

Priority factors in communications for Raiffeisenbank is interaction speed with audience and percent of viewing messages. Thanks to WhatsApp Business, users open 98% of the sent messages and read, at the same time 90% — within the first three seconds. Mailings by e-mail do not show similar results for a long time.

Our purpose — to make so that management of finance for our clients was a lung in any, convenient or just favourite, channels. So, the chat in mobile application enjoys wide popularity among our clients. The chat in WhatsApp which will be always near at hand will become excellent addition to it. Maria Magdeeva, head of department of remote work with clients of Raiffeisenbank

We were glad to provide to Raiffeisenbank access to WhatsApp Business. The personalized communication via the communication channel, convenient for clients, is important in the bank industry. Infobip, having connected WhatsApp, helped to scale communication infrastructure of Raiffeisenbank, and we calculate that thus the strengthened individual approach will give to bank valuable advantage, will allow to increase loyalty to a brand and the involvement of clients in competitive bank environment. Silvio Cutic, CEO Infobip

Official account in WhatsApp

On February 4, 2019 Webim reported that on January 30, 2019 Raiffeisenbank announced the official account of century messenger WhatsApp. Functioning of the account is ensured by service of online consultation Webim.

Employees of the bank receive addresses of the client and answer them in a personal account (attendant workstation) of Webim. Users can contact bank, using any comfortable canal:

• chat on the website,
• chat in mobile application Raiffeisen Online,
• messengers Viber, Facebook Messenger, Telegram.

Now WhatsApp also was added to this list.

Our purpose — to make so that management of finance for our clients was a lung in any, convenient or just favourite, channels. So, the chat in mobile application enjoys wide popularity among our clients. The chat in WhatsApp which will be always near at hand will become excellent addition to it. Maria Magdeeva, head of department of remote work with clients

Using WhatsApp Business of the company can:

• send different notifications and reminders;
• take orders;
• answer questions in a chat;
• give technical support, etc.

Project terms: from August, 2018 to January, 2019