Ithmaar Bank launches customer-centric chat service on WhatsApp

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Ithmaar Bank launches customer-centric chat service on WhatsApp

Oct 29, 2019 1:28 PM

Ithmaar Bank, a Bahrain-based Islamic retail bank announced today the launch of its customer-centric chat service on WhatsApp Business social media platform that will help improve its customers’ banking experience.

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Customers will be able to request for information about Ithmaar Bank products and services, as well as make general enquiries about branch locations and timings, ATM locations, Thimaar draw dates and winners list, as well as ongoing promotions and campaigns. The WhatsApp channel will be available from Saturday through Thursday, from 7:30 AM to 6:30 PM.

The Bank also caters to the Banking needs of its customers through continuous engagement on other forms of social media channels such as Instagram, Facebook, Twitter and Linkedin, reaching a total base of more than 180,000 followers on all platforms. Currently, Ithmaar Bank is the most followed Bank in Bahrain on the popular social media platform, Instagram, with 131,000 followers.

“As part of the Bank’s digital initiatives, we are pleased to launch our new, customer-focused WhatsApp Business service,” said Ithmaar Bank General Manager, Retail Banking Group, Mohammed Janahi. “At Ithmaar Bank, we are committed to becoming one of the region’s premier retail banks. The WhatsApp Business chat service was developed in line with the Bank’s commitment to growing closer to its customers,” he said.

“Developing interactive communication channels is part of our commitment to becoming the retail bank of choice and to realising our customer’s demands and expectations,” said Janahi. “The WhatsApp service will provide easy and efficient communication with our Call Centre and anyone can access the chatting service by adding the Call Centre number 13303030 to their mobile phone. The customer will then be able to chat with the Call Centre representative instantly, during working hours,” he said.

“Customer expectations are constantly changing and it is our duty, as a customer-centric bank, to ensure that our customers are provided with the right means to carry out their banking needs through any form of communication channel,” said Janahi. “The dependency on mobile phones and mobile communications has become a norm, and the ability to connect with customers through WhatsApp will enable us to provide customers with easy access to useful information, creating a superior and seamless customer experience journey,” he said.

Ithmaar Bank had earlier announced the formal appointment of one of the world’s leading banking solutions experts to help implement a Customer Relationship Management (CRM) platform upgrade that will put the Bank’s customer service capabilities among the best in the world.

The sophisticated new Microsoft Dynamics CRM solution will enhance customers’ banking experience and help introduce new, customer-focused solutions in line with banking industry trends towards increasing personalisation, security and mobility, as well as customer engagement.

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