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What is up with Kazakhstan Bank Customer Engagement? WhatsApp is up

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What is up with Kazakhstan Bank Customer Engagement? WhatsApp is up

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May 30, 2014
By Mini Swamy
TMCnet Contributor

In February, an anonymous message on WhatsApp informed people in Kazakhstan that three of the country’s banks were on the verge of bankruptcy. Hundreds went racing to these banks to withdraw savings, but heads of the banks successfully scotched the rumors. That’s the power that social media, especially WhatsApp wields in Kazakhstan, a power that banks have decided to use for the good of their clients.


Many banks in that country have started exploring the use of WhatsApp in banking services. While Kassa Nova bank has already introduced WhatsApp instant messaging into its banking services, Kaspi bank is using the app as a pilot project. Eurasian Bank is still sitting on the fence, and will implement WhatsApp only if it proves to be a viable and effective means of communicating with clients.

 KazKom, touted to be one of the biggest banks in the country, which has already implemented Skype in addition to its landline contact center, also seems to favor the Facebook (News - Alert)-owned instant messaging app, but as yet its strong inclinations have not translated into action.

Kassa Nova Bank apparently has no doubts and has big plans for the use of WhatsApp and hopes that the new channel of communication, already in vogue, will speed up interaction with clients. The bank wants to extend the use of WhatsApp beyond messaging.

“Using the functions available in WhatsApp, Kassa Nova will be able to receive and send messages, join clients in groups for collective discussions and inform its clients about news and updates,” explained the press office.

WhatsApp Messenger is a cross-platform mobile messaging app which allows users to exchange messages without “

Given the popularity of WhatsApp, which currently has more than 500 million active users, it appears to be only a question of time before it makes serious inroads into the country’s financial institutions.




Edited by Peter Bernstein

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