With this seamless and convenient experience, Axis Bank enjoyed significant uplifts across key business metrics, while driving a remarkable increase in engagement and conversion rates.

Promotion Service-Finance India
45% Cross-sell opportunities enabled for loans, credit cards, FD, represented by a bar chart

45%

6.5% Service requests created via the chatbot, represented by a pie chart

6.5%

2000+ Users activated through Axis Bank’s RCS chatbot, represented by a line chart

2000+

Overview

Axis Bank is the third largest private sector bank in India. The Bank offers a full spectrum of financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and Retail Businesses.

location_on India www.axisbank.com

Challenge

Axis Bank set out to enhance customer engagement and satisfaction by providing a more digitally-savvy and interactive banking experience through a messaging solution.

The goal was to create a self-service tool for managing inquiries and transactions related to Axis Loans, Credit Cards, and Fixed Deposits.

Approach

Axis Bank looked for a messaging solution that:

  • Supports rich media and interactive features
  • Enables native interactions that improve engagement rates
  • Unifies the user journey that was split between various online and offline channels

RCS Business Messaging ticked all these boxes and became the ideal solution to crack their challenge.

Result

Axis Bank teamed up with Karix to create an interactive RCS experience that made managing loans, cards, and deposits a breeze. Customers could simply scan a QR code to chat, ask questions, apply for products, and request services, all within their native messaging app. Additionally, the use of rich features - including visuals and one-tap reply buttons - simplified and streamlined the entire funnel, from discovery to conversion.

Insight

“RCS transformed our customer engagement, allowing us to deliver visually appealing messages that captivate our audience. The interactive features have significantly enhanced performance and improved the user experience. Karix has been an excellent and valuable partner in realising the potential of this channel. Their expertise, deep understanding of business needs, and proactive support have helped us successfully implement RCS and achieve our digital transformation goals.“

Nikhil Padmanabh, Head - Martech & Digital Analytics
Axis Bank

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