Usecases

Objective

To increase customer engagement by providing banking services to the bank customers via the WeChat messenger for an enhanced user experience

Solutions

CitiBank wanted to engage their customers who already have WeChat installed on their phone to use banking services that are available on Net Banking
The customer needs to follow CitiBank on WeChat and put in their mobile numbers and authenticate their account by an OTP process
Once the customer has confirmed his details, he can get all account details, updates and notifications and other features

Following are some of the banking services that are available on WeChat Banking:

Banking	Credit Card	Other Accounts	Other Service
Balance Enquiry	Balance Enquiry	Demat Holding enquiry	ATM Locator
Last 3 Transactions	Reward Points	Transaction Status	Branch Locator
OTP	Last Payment	ISIN Enquiry
Stop cheque	Payment Due date	Loan Account Status
Last 3 Transactions	OTP generation	Interest Certificate
Cheque book request	Report lostcard	Welcome Letter
View Presented bill
View Presented bill

Users need to go to the WeChat and select "Subscriptions"

Once in Subscriptions they need to follow "CitiBank"

After authentication using OTP, users can avail of banking services

Result

Citibank was able to reach and engage a significant portion of its customer base on WeChat by enabling easy access to on-demand account information
The interactive menu service powered by WeChat’s natural messaging interface greatly improved customer experience and brand engagement

Objective

To boost customer acquisition through a customer referral program which rewards both the customer who refers and the referred customer with a coupon

Solutions

Existing Star Bazaar customers would be sent a Smart SMS with a unique link that was mapped to their Customer ID, in order to track referrals
The SMS would incentivize the customer to forward the SMS to or share the link with their friends and family
When the friend clicks on the shared link, they would be taken to a sign-up form that captures their personal details like name, email ID, phone number, etc.
Once the friend submits the form, they would see confirmation on the same web page
The Smart Message, driven by structured data and programmable code logic, consolidates new sign-ups referred by the same customer and passes this consolidated data to Star Bazaar’s CRM
When the newly referred customer shops at Star Bazaar, they would be eligible for a Rs. 100 discount on their purchase and Star Bazaar would also be able to send out a discount coupon to the referrer for every successful referral

Users need to go to the WeChat and select "Subscriptions"

Once in Subscriptions they need to follow "CitiBank"

After authentication using OTP, users can avail of banking services

Result

Around 27,000 Star Bazaar customers were sent a Smart SMS with the referral link
Over 4500 customers participated in the referral program which led to increased customer acquisition
Star Bazaar is planning to launch this referral program PAN India to acquire new customers

Objective

To increase audience engagement in casting their votes for the viewers choice awards for Zee Cine Awards 2016

Solutions

Once the viewer gives a missed call on the ZeeTV advertised missed call number, an SMS gets initiated
The SMS will contain a bot link-once the link is clicked, user will see 4 categories with various nominees for each category on their mobile browser and can use this form to select and submit their choices
The Audience engagement bot self-aggregates and consolidates responses from thousands of viewers into one final nomination report for each category, that can be sent as a text message with a link to the results (on mobile web, In-App or even an email).
Also If within 5 minutes the link isn’t clicked (by some viewers who may not have mobile data coverage), an IVR will get initiated with the 4 award categories
Users can use their mobile keypad to chose using IVR and the results of this channel will also be self-aggregated with responses from SMS and Data channels, and consolidated reports will be provided

SMS received by the viewer after giving a missed call

Voting options open up on the mobile browser on clicking the link

SMS received by the viewer after giving a missed call

Result

Zee received over 10,00,000 responses for this campaign PAN India, which was more than they received in the previous years.
21% of these responses were given via Smart Messaging and the remaining over IVR. Over 63% of the responses received from Metro cities were via Smart Messaging

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