WhatsApp is the number-one app here, with over 20 million reported users, or a full 58% of the population! The user-friendly app is used to download videos, pictures and voice messages. It is an ideal tool for keeping in touch with family and friends. As such, we launched a special number on WhatsApp to ensure permanent and responsive communication with our customers while respecting the confidentiality of the shared information.
WhatsApp is the number-one app here, with over 20 million reported users, or a full 58% of the population!
With a simple message, customers can request an early loan repayment or a certificate showing their outstanding loan balance, enter a change of address, and so on. We process an average 50 requests a day, and sometimes over 100 during special communication campaigns.These excellent results are encouraging.
Our aim in 2019 is to make it a channel for gaining loyalty, by offering customer advantages. We are also going to capitalize on the Club by continuing to inform members of new developments at the group in terms of vehicles or loans. We expect to top the mark of 20,000 members in 2019, covering 50% of the retail customers in our portfolio.
[1] Press release by the National Telecommunications Regulatory Agency (ANRT), September 2018.
