Brand
WhatsApp Business Solution Provider
The online bank teamed up with Meta Business Partner Qiscus to overhaul its customer service approach through WhatsApp Business Platform, resulting in a 97% reduction in case resolution times.*
3-minute
Average live-agent first response time via WhatsApp*
97% improvement
In average resolution time*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Digital banking for the gig economy
Bank Raya is a digital bank subsidiary of Indonesia’s national Bank Rakyat Indonesia (Bank BRI) that focuses on servicing gig economy workers by providing access to microloans and consumer-focused financial services
Their Goal
Improving case resolution times
Bank Raya’s Digital Operations Monitoring team overseeing customer service determined that the bank’s phone-based contact center was a major bottleneck that slowed the service team down and limited efficient case resolution. The team set out to find a scalable solution that could help its agents handle numerous requests at once and reduce case resolution time.
“We had experimented with various messaging applications in the past, but decided to focus on WhatsApp after learning that 90% of our customers consistently preferred it. WhatsApp Business Platform enables us to capture all customer interactions, making it accessible not only to our Digital Operations Monitoring team but also to other departments such as IT. Additionally, WhatsApp enhances our fraud prevention efforts with its built-in verification features.”
Terihamka Malyan Ibrahim
Head of Digital Contact and Incident Management, Bank Raya
Their Solution
WhatsApp ads optimized for purchases
Bank Raya partnered with Meta Business Partner Qiscus to implement WhatsApp Business Platform as well as the Qiscus live messaging widget, which helped create new communication channels for messaging-based customer service. The ease of implementation meant the customer service team was able to begin responding to customers via messaging within days of setup.
Bank Raya’s customer messaging journey includes several entry and re-entry points: the bank’s official WhatsApp account, managed within WhatsApp Business Platform, live chat within the Bank Raya app, managed via Qiscus’s live messaging widget, and live video calls within the Bank Raya app. Each customer case is managed by a live agent who provides personalized support. WhatsApp Business Platform is used to address general customer inquiries, while the widget is used to offer product-specific support. Complex cases that need further investigation are easily escalated by team members in WhatsApp. When necessary, these conversations are closed with a clear explanation while waiting out the resolution, and customers get updates on their case via utility messages on WhatsApp.
Since the bank has adopted the messaging-based contact center approach, 90% of its customer inquiries are now handled via WhatsApp Business Platform and the app widget, and only 10% come through the call center. This has reduced resolution times, boosted service team productivity and created a surge in customer interactions. Rather than reducing the need for customer service agents, the increase in demand led to a hiring spree.
Once a case is resolved, Bank Raya and Qiscus gather real-time customer satisfaction feedback from customers on both WhatsApp and their own app. Bank Raya also sends out a monthly customer satisfaction survey via WhatsApp utility messages. These qualitative surveys are two-way conversations managed directly by team members to foster open dialogue with customers. Bank Raya reports that its customer satisfaction scores have increased since overhauling its customer service approach.
Their Success
Faster response and resolution times
After working with Qiscus to measure performance from the initial July 2022 implementation until June 6, 2024, Bank Raya reported:
- 3-minute average live-agent first response time via WhatsApp*
- 97% improvement in average resolution time*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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