Bharti Airtel, one of India’s biggest telecommunications service providers, has partnered with India Post Payments Bank (IPPB), a division of India Post, to launch WhatsApp banking services for IPPB customers, enabling them to access banking services on their mobile phone.
The WhatsApp messaging solution will be delivered to customers through Airtel IQ, a cloud communications platform as a service that enables brands to engage with their customers across voice, SMS and WhatsApp channels. Airtel says it is the first telecom company in the world to serve as a business service provider (BSP) for WhatsApp.
Airtel will enable IPPB customers to seamlessly connect with the bank on WhatsApp to use a host of banking services. The Airtel – IPPB WhatsApp banking solution is also working on building multi-language support to help customers, especially to those in the rural parts of the country, to access banking services in their preferred language.
Airtel has been working with IPPB to deliver as many as 250 million messages per month to the bank’s customers. The addition of the WhatsApp messaging will, the partners say, add to accessibility.
IPPB and Airtel IQ are working towards further integrating a live interactive customer support agent into the WhatsApp solution, which will enable customers to access 24X7 support and get quick resolutions for their queries.