Top 5 Communication Channels to Revolutionize Banking & Fintech

The Challenge: Balancing Digitalization, Security, and Customer Experience

The Banking, Fintech, and Insurance sectors are at a critical juncture. The pressure to digitalize is immense, but so are the risks. Customers demand seamless, personalized experiences, yet fragmented systems often create disjointed journeys where marketing messages and service alerts never connect. This disconnect leads to frustrated customers, abandoned registrations, and soaring operational costs, all while security threats like SMS phishing are on the rise.

The solution isn’t just about adding more channels; it’s about deploying the right channels, orchestrated by a single, intelligent platform. Here are the five essential communication channels every financial institution needs to master to win in this new era.

1. Encrypted Push Notifications: The Gold Standard for Security

Traditional SMS is no longer a secure option for sensitive financial information. Phishing and identity spoofing are rampant, eroding customer trust and putting your institution at risk. It’s time to move beyond this outdated channel.

indigitall’s proprietary Encrypted Push Notifications offer an anti-phishing alternative with end-to-end encryption. This is the only channel built specifically for the secure delivery of:

• One-Time Passwords (OTPs) and 2FA codes
• Transaction alerts and bank statement notifications
• Pre-authorized loan offers and other confidential data

The Impact: By migrating from SMS, financial brands can reduce costs by up to 75% while increasing purchase approval rates from 78% to an impressive 90%.

2. AI Banking Assistants (via WhatsApp): Slashing Costs, Boosting Satisfaction

Call centers are a massive operational expense, often bogged down by repetitive, low-value inquiries about account balances, transaction histories, or payment processes. This drains resources and leaves human agents with less time to handle complex, high-value issues.

By deploying AI Banking Assistants on WhatsApp, you can automate up to 80% of these recurring questions. Trained on your bank’s specific data, these generative AI bots provide 24/7, multilingual support, resolving inquiries instantly and securely.

The Impact: This strategy leads to a 40-60% reduction in customer service operational costs and achieves a 75% resolution rate without any human intervention, significantly improving your NPS scores.

3. Web Push Notifications: Recovering Abandoned Registrations

How many potential clients start a registration form for a new account or loan application, only to drop off? Recovering these anonymous users is a major challenge. This is where Web Push Notifications become a powerful tool for growth.

Web Push allows you to send reminders and targeted offers directly to a user’s browser—even if they haven’t registered or shared any personal data. For a user who abandoned a mortgage application, a simple, automated push notification can bring them back to complete the process.

The Impact: Using Web and App Push for remarketing helps drive a 15% growth in credit and mortgage loan disbursements and a CTR of up to 50% on retargeting campaigns.

4. RCS (Rich Communication Services): Building Trust with Verified Messaging

Rich Communication Services, or RCS, is the evolution of SMS. It transforms a standard text message into a branded, interactive, and secure experience directly within a user’s native messaging app. For the financial sector, its most crucial feature is identity verification.

With RCS, your messages arrive with your bank’s logo and a verification seal, instantly assuring customers that the communication is legitimate and not a phishing attempt. This builds trust and encourages engagement with interactive elements like buttons for scheduling appointments or viewing offers.

The Impact: RCS delivers a superior user experience and can achieve a 6x higher conversion rate than traditional mobile messaging by establishing a trustworthy, branded presence.

5. Customer Journey Engine: Unifying Every Interaction

These powerful channels cannot operate in silos. The true transformation comes from orchestrating them into a single, continuous conversation. indigitall’s Customer Journey Engine, powered by an integrated Customer Data Platform (CDP), makes this possible.

Imagine a journey: a potential client abandons a loan application on your website. They immediately receive a Web Push reminder. Later, they get a WhatsApp message from an AI assistant offering to answer any questions. Once they become a customer, all future communication—from secure transaction alerts via Encrypted Push to new product offers—is part of one unified, chronological experience.

This is the future of financial communication: secure, intelligent, and seamless. It’s how you move from fragmented interactions to fostering financial wellness for life.