Bank Mandiri needed a canada whatsapp number data
better communication channel—one that could effectively explain the required next steps to customers and free up support agents to tackle more complex matters.
All Bank Mandiri customers who make transactions over a set amount receive an offer to convert their purchase transactions into convenient installment plans. However, to request a payment installment plan, Bank Mandiri’s customers must first verify every one of their transactions.
Before partnering with WhatsApp, the bank sent text messages with URL links to verify every transaction. But SMS messages have a 160-character limit, not nearly enough to clearly explain to customers what they need to do and why. This led to customers calling the bank en masse to speak to an agent in order to confirm the required transaction details.
The Solution: Clear and effective communication via WhatsApp
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WhatsApp Business Platform was easy, given that WhatsApp is one of the most popular messaging applications in Indonesia, with roughly 78.5 million users in 2021, according to Statista.
The bank also tapped WhatsApp partner Damcorp for the project. The goal was to drive business growth by re-engaging existing credit card customers through the WhatsApp Business Platform.
The first step was gaining the trust of customers who were eligible for installment payment plans. To do that, Bank Mandiri injected familiarity into its messaging. Known to Indonesian consumers as “the magic number,” the bank started to include their instantly recognizable 14000 customer service line in communications.
The Success: A swift increase in conversion rates and income
Over the course of 2021, egypt data WhatsApp became Bank Mandiri’s #1 channel for conversions, quickly surpassing SMS, telesales, call center, website, and mobile app conversions in volume.
WhatsApp is currently responsible for 37% of all conversions for Bank Mandiri. The streamlining of two critical processes via WhatsApp (installment plan signups and credit card applications) led to a 42% increase in net margin interest income through installment plans and a 56% increase in credit card applicants responding to verification notifications.
“By integrating automated workflows, WhatsApp has become the number one channel that supports Bank Mandiri’s objectives in ways that meet our customers’ needs, deflect inquiries from live agents, and increase revenue by facilitating more new credit card applications and changes to existing customers’ accounts,” Xie said.