Brand
WhatsApp Business Solution Provider
The Argentinian bank used WhatsApp Business Platform and utility messages on WhatsApp to power its automated banking assistant Bit for both business and consumer clients, resulting in increased client interactions, fewer customer conversations with live agents and improved satisfaction scores.*
51%
Increase in total client interactions on WhatsApp, attributed to WhatsApp Business Platform and utility messages on WhatsApp*
15-point
Decrease in cases handed off to live agents, attributed to WhatsApp Business Platform and utility messages on WhatsApp*
18-point
Increase in customer satisfaction scores, attributed to WhatsApp Business Platform and utility messages on WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Committed to innovation
Argentina-based Banco Ciudad demonstrates its commitment to financial inclusion and technological innovation by supplementing the services of its physical bank locations with 24/7 digital support.
Their Goal
Personalized banking services
To ensure personalized services for business and consumer clients while meeting the growing demand for digital engagement, Banco Ciudad partnered with Meta Business Partner Chattigo to develop the Bit automated banking assistant, accessible via WhatsApp.
“Bit has positioned itself as a strategic resource for the future of Banco Ciudad, thanks to the WhatsApp channel, which has enabled the bank to offer customers a close, immediate and highly personalized experience. The bank’s success lies in its continuous improvement and constant innovation integrated through WhatsApp, quickly adapting to customers’ needs and making their lives easier sustainably.”
Pablo Llobet
Customer Experience Manager, Banco Ciudad
Their Solution
Automated message support
Business and consumer clients can access more than 60 account services by messaging Bit directly on WhatsApp Business Platform. Bit’s automated services include appointment scheduling and management, credit card activation, card delivery tracking, balance and transaction inquiries and customer complaints. Clients can also ask to message a live customer agent if their request requires additional support.
The team also sends utility messages on WhatsApp as a key component of its customer support strategy. Banco Ciudad uses utility messages to send account activation clarifications, service recovery messages, support delay notifications, card pickup reminders, payment reminders, transaction status updates and customer surveys. These messages are personalized and include clear contextual details and call-to-action buttons that make it easy for clients to take the next step and get more information or resolve their issue.
Their Success
Improved automation and customer satisfaction scores
Banco Ciudad and Chattigo measured Bit’s performance across a five-month period (January 1–June 8, 2025) and reported:
- 51% increase in total client interactions on WhatsApp, attributed to WhatsApp Business Platform and utility messages on WhatsApp*
- 15-point decrease in cases handed off to live agents, attributed to WhatsApp Business Platform and utility messages on WhatsApp*
- 18-point increase in customer satisfaction scores, attributed to WhatsApp Business Platform and utility messages on WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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