In this episode of #ConversationalMessaging Podcast, Gupshup CEO Beerud Sheth & VP of Marketing Srinivas welcome guest Pratekk Agarwaal, an experienced financial advisor for Fintech companies. They discuss how the integration of messaging API to Fintech services is an absolute win not only for the brands, but more importantly, for the consumers.
Customers’ Habits Evolved
Customers are long done with downloading dozens of apps that serve different purposes. Their needs and habits have changed to doing all online activities at once, including finance, regardless of whether it’s through WhatsApp Business Account, or anything they use for messaging. Therefore, Fintech services, being one of the most powerful industries in the digitised era, needs to move forward along with its consumers.
Who Stands Out
Some Fintech brands offer a great user interface or experience, while some would entice customers with great interest rates. For Pratekk, when the competition is tight, that’s where customer experience comes into play, as the brand that offers the most seamless and satisfying experience gains the highest customer loyalty.
We are now wanting to build and start asking for where it’s more personalized, and it’s focused on customer experience, and it’s transactional level banking.
What Satisfies Customers
It’s an absolute win for Fintech to offer their services through a messaging app such as WhatsApp, SMS, Facebook Messenger, Telegram etc, instead of going through the complex, not to mention expensive, process of building a separate app. From the customers’ perspective, on the other hand, these apps are painful, time-consuming, and outdated. Pratekk believes that the integration of conversational messaging in Fintech services is what would bring customers exactly what they need, which would have countless returns for the brands. Less complex processes mean more customers will buy insurance, open a savings account, get a personal loan, etc.