ABN AMRO is beginning a six-month trial today to offer customer service via WhatsApp. The bank will offer a randomly selected group of clients the opportunity to ask questions and share comments via the familiar and easy to use WhatsApp platform. ABN AMRO wants to determine whether this type of service meets its clients’ wishes. If the trial is successful, the bank will launch the new service to all its account-holders.
“Our clients should be able to get in touch with us quickly and as straightforwardly as possible at any time of the day,” says Andius Teijgeler, ABN AMRO’s Customer Experience Director. “WhatsApp offers that possibility. It’s an extra option, following on from the service we already offer via Facebook, Twitter and LinkedIn. In the months ahead, we will explore whether this type of service appeals to our clients.”
ABN AMRO has invited a randomly selected group of clients to try out the new service over the next few months. Because of the bank’s strict privacy guidelines, WhatsApp cannot be used to provide clients with balance or transaction information, or with quotations. The bank will respond in those cases by phone.