|KCB Bank Feedback:
“We receive over 18000 customer interactions daily. In 2022, we received over 2.5 million voice calls and over 2.7 million interactions on social media. We partnered with Expertflow to enable us to manage our contact center using AI technology”. Jackline Wanjiru, Deputy Director Customer Excellence.
KCB is the largest East African Bank measured by Tier 1 capital and branches across all countries in the Great Lakes, with 6 billion USD assets under management, nearly 30 million customers and 6000 employees. Their history ranges back to 1809. They promise to bring banking to previously unbanked citizens. For that goal, their customer service capabilities are essential. Customer service has top management’s attention and invests in their physical and digital customer service capabilities.
Expertflow East Africa Director, Abdul Basit, sits down with Jackline Wanjiru, Deputy Director Customer Excellence of KCB Bank Kenya, to learn how Expertflow’s contact center solution has improved their customer service experience.