INDUSTRY WATCH eNaira digital currency . For Ecobank , the move to offer a WhatsApp channel allowed it to reach its customers more easily . And for Clickatell , it has been the company ’ s drive to help banks in Africa improve their reach by moving to the more ubiquitous chat channel .
“ One out of three Nigerians are financially excluded . Therefore , the work we have done with Clickatell on the eNaira USSD channel is so exciting . We are also looking to the eNaira to lower the costs of remittances as well as bring down the high costs of cash management . We believe the eNaira will drive inclusive growth and make the central bank , as an institution , much more effective in carrying out its mandate ,” said Stephen Ambore , Assistant Director , CBN .
Osahon Akpata , Group Head , Consumer Payments , Ecobank shared the power of mobile with the audience .
“ Across 33 countries , Ecobank Group processed US $ 5.1 billion through our mobile app in 2021 and we built an agency banking network of 110,000 agents ,
FOR ECOBANK , THE MOVE TO OFFER A WHATSAPP CHANNEL ALLOWED IT TO REACH ITS CUSTOMERS MORE EASILY . leveraging the ubiquity of mobile devices . While Chat Commerce is still in its infancy for us , we are scaling up the platform for better customer service . We have integrated Artificial Intelligence into our chatbot , Rafiki , to help solve customer queries quicker and seamlessly . We also have customers using the chat channel for transactions and we plan on expanding its use to product information as well . People are already on these chat platforms , and we aim to serve them with payments where they are ,” he said .
Akpata pointed out that being able to generate QR codes on the WhatsApp channel , make transfers and buy airtime have all been met with great enthusiasm by Ecobank customers , adding that chat will be a key part of the bank ’ s drive to reach its target of 100 million customers .
For CBN , it is looking to chat to connect with people in Nigeria further in the future . “ We are looking at chat to help us deliver financial literacy and boost inclusion . When it comes to innovation , chat , including USSD , can help us reach new customers and I am excited about the future opportunities , especially at the base of the pyramid ,” said Ambore .
Lindemann summed up : “ We ’ ve just kicked off a project with a major bank with around 15 million active customers , and we will be building them a chat banking wallet in just six weeks . In my opinion , chat is allowing us to fast-forward innovation for enterprises . I believe every enterprise has a responsibility to deploy products that have a real impact on their customer and society , and to see this happen in six weeks is testament to the power of chat .” p
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