How Meezan Bank launched WhatsApp banking to 700,000 customers

Jawad Raza, EVP and Head of Data Analytics, Big Data & AI at Meezan Bank in Pakistan has written a rather useful case study on LinkedIn.

It describes how he and the team deployed a WhatsApp Banking Bot to their customer base and attracted 700,000 customers to use the service. The bank reports 3.1 million users of its mobile app, so roughly 23% of these have opted to use the WhatsApp Bot.

Jawad doesn't indicate which vendor they're using to power this, but I can guess at a few. It's been very well received:

The initiative achieved a Customer Satisfaction Score of 98% and a Net Promoter Score (NPS) of 92—a figure considered exceptional even by global standards, where NPS scores above 70 are rare and celebrated.

If you're interested in Jawad's journey, check out the case study and reach out to him on LinkedIn if you'd like to know more.