Kotak Bank and ICICI banks would be testing Whatsapp for better customer servicing. Unlike text messages, there would be two way communicationand the customers would interact on the Bank’s verified WhatsApp number for information on service requests such as updating PAN, mobile number, email ID, Aadhaar number, activating/deactivating passbook, cancelling mandates for standing payments and changing their home branch.
ICICI Bank is in stage of piloting WhatsApp within a closed user group and plans to launch the service for customers within four weeks. After successful trial, customers will have the option to receive their alerts within WhatsApp, which can then be archived.
Kotak Mahindra Bank chief digital officer Deepak Sharma said, “The familiarity and simplicity of the platform makes it easy for customers to interact with their bank and get answers to queries in a seamless and convenient manner.”