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Fresh in Africa: First Bank of Nigeria launches chat banking channel on WhatsApp Updated for 2021


Updated: February 24, 2021

First Bank of Nigeria has commercially launched a chat banking channel on WhatsApp, following a partnership with Clickatell’s Transact division.

The chat banking channel would allow customers to communicate with the bank using WhatsApp.

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Customers would be able to perform balance checks, transfers and payments, in addition to a vast bouquet of digital products and services that can be purchased instantly.

For many banks in Africa, WhatsApp unlocks an opportunity for brands to offer their customers a more personal, intuitive and efficient way to engage with them on chat.

“Customers’ expectations are constantly changing and it’s our duty as a customer focused bank to ensure that our customers are provided with the means to initiate or carry out banking services through any channel they desire,” said Mr. Chuma Ezirim, Group Head, E-Business, First Bank of Nigeria Limited.

“We are constantly seeking new ways and opportunities to meet customers at their preferred touch points and we understand our customers are actively engaged on WhatsApp.”

How it works

Customers  would add First Bank’s published WhatsApp phone number or a direct link access to the First Bank’s “Verified” profile to begin a secure Chat Banking session. Everything would proceed from there.

The bank hopes the new channel would unlock the opportunity for millions of new consumers to experience an improved way to initiate day-to-day secure banking activities and digital product purchases from within the chat application.

Clickatell Transact’s bank grade platform allows for banks around the world to develop and seamlessly deliver their unique customer experiences consistently across multiple channels.

Clickatell Transact’s solutions allow banks to self-manage and instantly deploy changes to their offerings without the need for intensive professional services, lowering turnaround times from weeks to minutes, reducing launch friction, development cycles and associated overheads.

The launch with First Bank of Nigeria marks the third large scale deployment by Clickatell in the African market in the past month.

Clickatell is said to have pioneered the Chat Banking innovation through WhatsApp with a high emphasis on security to make WhatsApp a risk-free and convenient business engagement channel for customers. Multiple layers of encryption and authentication ensure a safe, and hassle-free transactional experience.


Simon Ateba
Simon Ateba
Simon Ateba covers the White House, the U.S. government, the International Monetary Fund, the World Bank and other financial and international institutions for Today News Africa in Washington D.C. Simon can be reached on simonateba@todaynewsafrica.com


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