Axis Bank crosses a milestone of 1 million customers on ‘WhatsApp Banking’

Axis Bank, India’s third largest private sector bank announced the milestone of 1 million+ customers on its WhatsApp Banking channel with a staggering request count of 6 million till now. Axis Bank had launched banking services on WhatsApp in January 2021 and has since witnessed robust organic growth in its customer base for WhatsApp Banking. WhatsApp Banking gained good momentum with 5 lakh+ customers onboarded within two months of launch.

This simple and convenient form of banking has seen a great adoption amongst customers with an average daily active user count of more than 13,000, while the average monthly active user count goes up to 0.2 million. The bank has a monthly average user base of close to 3 lacs customers.

The type of transactions that tops the list include – FAQs; Account balance; Credit card details; Mini statement; Pre-qualified offer enquiries.

Speaking on this achievement, Sameer Shetty, President and Head – Digital Business & Transformation, Axis Bank said, “With Axis Bank’s ‘Dil Se Open’ philosophy, we are committed to building sharper customer focus and greater convenience through constant innovation in our offerings. We are thrilled to have achieved the milestone of 1 million+ customers in a such a short span of time on our WhatsApp Banking channel, with enhanced customer engagement and minimised turn-around time providing a personalized experience, while ensuring complete data security and privacy. The adoption that we are seeing here shows that the Indian customer is always evolving and our objective is to re-define the role we can play in their lives, by elevating and simplifying digital banking to new domains of customer engagement.”

WhatsApp : Backend and Analytics
The entire Axis WhatsApp Banking Solution is hosted in Axis Private cloud interacting with the core systems via secured HTTPS API layer. The team composition that runs WhatsApp banking at Axis Bank include : Agile pod consisting of Product, design, dev, UAT and support teams form the core of WhatsApp Banking.

The in-house analytics team analyzes the signups, requests etc to provide micro segmentation to enhance the experience of the customers on WhatsApp. This has also helped in prioritizing features that are relevant to customers and would have higher adoption over WhatsApp in future. The bank has built a dedicated data analytics team of 400 members consisting of data scientists, data engineers and business analysts with techno functional skillsets.

Axis Bank has a wide range of product level services (such as CASA, CC, FD/RD, PL services) initiated and fulfilled in WhatsApp without any redirections. Axis WhatsApp banking has full scale integration with Axis Aha Chatbot for FAQ handling enabling the customer to ask any banking query on WhatsApp Platform. Customers can fetch details via menu options provided on WhatsApp banking channel or can directly chat with WhatsApp channels and ask any question such as “show my account balance”, what are my last transactions and Bank will respond with the appropriate details.

Bank provides superior experience to customers on WhatsApp by showing their requested details in a rich card format.