We made a research to answer the question how banks use messengers when communicating with clients.

1. #arg_research
HOW DO BANKS USE!
MESSENGERS!
IN COMMUNICATION !
WITH CLIENTS?

2. 1,876
Only Chinese banks use
messengers to communicate
with their clients.
Only two global banks: City bank and
ING, have official accounts.
Official accounts of any banks in Viber or
Telegram haven’t been found.
#arg_research
official accounts in WeChat

3. Key features for users:
• request a product (credit, card, accounts)
• money transmission
• find the nearest branch / ATM
• bank card account statement
• taxpaying
• bank contacts (phone, mail, social networks)
• bank’s news and offers
• check balance
• get information about 3 last transactions
• statement requiring
• check status
#arg_research

4. Any company can create an official
account in WeChat. A user adds
interesting accounts in contacts for future
communication.
User adds
a company in
list of contacts
For example, in chat with
HDFC Bank clicking on
“Apply now” a user receives a
message with links to different
services/goods. Following a
link we open a web site inside
the app where we can apply
and/or make other actions.
How clients and companies !
communicate via WeChat!
#arg_research
In chat a user has
access to command
words for information
request
A company sends
a welcome
message and
starts a chat

5. Popularity of WeChat and unique features
allow banks to communicate with clients
and offer high-demand services in mobile
app (transaction, nearest ATM,
check accounts).
However popular in European
countries messengers (whatsapp,
viber, Facebook messenger) don’t
have the equal features. So
marketers don’t use messengers in
communications with clients.
#arg_research
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