Imagine this: an agent from one of the country’s biggest banks needs to quickly reach out to thousands of clients in their portfolio. With FROGED, they can launch massive WhatsApp campaigns in just a few clicks. But these aren’t generic messages or intrusive sales attempts. Each client receives a personalized message, ensuring that only those who can truly benefit from the offer get it: a reminder about a pre-approved credit offer, a notification about better terms for their account, or simply a heads-up about a new service they could take advantage of. They decide to respond, and within a minute, they’re chatting with an agent who can assist them in real-time, answer their questions, and even call them if needed.
WhatsApp has completely revolutionized how banks communicate with their clients. Quick, direct, accessible, and with a high open rate, it’s the perfect channel for sending relevant, personalized messages. With FROGED, the first contact is automated, but the magic happens when the customer responds.
In banking, communication with clients is crucial. However, making that communication effective is a challenge. Emails often get lost among a sea of notifications, calls may go unanswered, and generic messages rarely spark interest. WhatsApp, on the other hand, has become a direct and effective channel: fast, accessible, and with a high open rate.
Leveraging WhatsApp to improve reach not only makes interacting with clients easier, but it also allows banks to proactively offer services in a personalized way. The key is automating the first contact with messages tailored to specific client segments, and then managing the responses in an organized and efficient manner.
The process is simple but effective. With FROGED, the bank can launch a massive WhatsApp campaign in just a few clicks. It’s not about sending the same message to thousands of people without distinction, but personalizing communication so each client receives relevant information.
Not every client needs the same message. Segmentation ensures that information reaches those who can truly benefit. For example, clients interested in a mortgage can get details about preferential rates, while those with savings accounts might learn about new investment options.
A message that starts with “Hi, Luis” is much more likely to be read than one that says “Dear Customer.” Plus, you can include specific details like the product or service being offered, promotion deadlines, or direct links for more info.
After sending the messages, the team can track responses, as they’re all collected in the FROGED inbox. Clients can reply directly, and the agent can view all conversations from one place. What’s even more interesting is that they can resolve queries in real-time.
The real value of WhatsApp for banking isn’t just sending messages—it’s the ability to respond instantly to interested clients. When many replies come in, the agent knows they need to act fast. From FROGED’s inbox, they can manage all replies efficiently from one place. And the best part? If needed, they can make a direct call to the client to close the deal instantly by just switching channels.
But what if the client has questions? If something’s unclear, the agent can ask for help from a supervisor, who joins the call to listen and assist with any doubts, all from the same place. This way, the conversation flows smoothly, ensuring quick, effective, and uninterrupted support.
Helps to understand the context of past interactions with the client, avoiding repetitive questions or unnecessary information.
Help organize queries by topic or urgency.
If a client needs to speak with a specialist, the conversation can be moved without them having to repeat their situation.
If the client prefers, the agent can make a direct call from the same panel to resolve complex issues, offering greater speed and autonomy.
One of the major challenges in managing banking communication is ensuring that interactions are effective and that support teams work in an organized manner. A good communication system should not only focus on contacting clients but also on constantly improving the experience, both for the support team and management. With FROGED, supervisors can monitor real-time interactions, ensuring that clients get the best possible service.
From the metrics panel, they can analyze team performance using data like response times, customer satisfaction (CSAT), and the volume of handled conversations. This helps identify bottlenecks and opportunities for optimization.
But the real value comes from being able to intervene and guide the team in real time:
- Call monitoring: Ideal for training new employees or assisting in delicate conversations. A supervisor can listen to a live call and step in if needed, ensuring the right message is being delivered.
- Conversation history and recordings: Not only for auditing purposes, but also to extract insights and improve future interactions.
- Smart routing: Incoming messages can be automatically directed to the most suitable team or agent, speeding up responses and ensuring more effective answers.
- Adaptable permissions: Depending on the role within the organization, each user can have different levels of access to information and functionalities, ensuring that only the right people can intervene in certain processes.
All of this helps make the operation more efficient and evolves over time, optimizing both the client experience and the agents’ workflow.
Regulation in banking is strict, and fines for non-compliance can be hefty. In 2023, U.S. banks were fined over $1.1 billion for failing to properly manage their client communications via WhatsApp. Not documenting these interactions can pose a huge risk in terms of transparency and security.
FROGED offers a system that records, organizes, and stores every conversation, ensuring that interactions are traceable and comply with regulatory requirements. This includes:
- Full conversation history with each client, accessible at any time.
- Call recording and tracking of interactions, ensuring no relevant info is lost.
- Message tagging and segmentation, making audits and reviews easier if needed.
- Access control and permissions, limiting who can modify or delete information, reducing the risk of errors or tampering.
This level of traceability not only protects the bank from fines but also strengthens client trust by ensuring their interactions are securely logged and accessible.
Regulation in banking is strict, and fines for non-compliance can be hefty. In 2023, U.S. banks were fined over $1.1 billion for failing to properly manage their client communications via WhatsApp. Not documenting these interactions can pose a huge risk in terms of transparency and security.
