JS Bank has launched self-service banking through a chat window on WhatsApp in Pakistan, according to media reports. The self-service channel was launched in collaboration with London-based application-to-person messaging platform Infobip.

This will give its customers global access to its services through the self-service channel, and will allow customers to locate bank branches, ATMs, JCash agents, and will enable lodging of complaints through WhatsApp, the reports added.

The service is free to use and requires no registration. The customers will only need to message a specific phone number to start a conversation. WhatsApp messages are encrypted and the green badge next to the JS Bank name in the chat window will ensure customers are engaging with a business verified account, the reports added.

“As a customer-focused bank, it’s our duty to ensure that our customers are provided with the means to carry out banking services through any channel they desire,” media reports quoted JS Bank President and CEO Basir Shamsie, as saying. “We are constantly seeking new ways and opportunities to meet customers at their preferred touchpoints and will ensure our customers are actively engaged on WhatsApp,” Shamsie said.

According to JS Bank Chief Digital Officer Khurram Shaikh, the goal is “to provide consumers with an unparalleled digital experience and to provide them with financial solutions and services in line with their needs. Innovations like chat banking on WhatsApp pave the way forward for consumers to gain confidence and trust in digital transactions.”

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by Krishna V Kurup
Senior Market Analyst at IBS Intelligence
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