The Social Media Sorcery: How KCB Bank Dialed Up Success with Outsourced CX Services

Do you know KCB Bank has over 1 million Facebook followers and over 400,000 Twitter followers and has rapidly expanded its customer base, with 10 million new customers acquired through technology and digital channels? How did they get here?

It’s simple—KCB Bank chose to outsource its Social media CX services, among many other back-office tasks.

As we speak, the bank now processes around 100,000 loan applications daily and has seen a significant increase in customer engagements—that should give you an idea of how much leverage it has acquired using social media to gain popularity and convert customers.

What magic does an outsourced social media team conjure to bring such results?

From promptly addressing customer inquiries and complaints to crafting engaging social content, the outsourced CX team has played a pivotal role in building KCB Bank’s online presence and reputation. Their ability to leverage data-driven insights and best practices has allowed the bank to optimize its social media strategy for maximum impact.

Driving Conversions and Loyalty

But the BPO CX team’s magic doesn’t stop at social media management. They also excel at using outbound call center services to drive sales and customer retention.  By proactively reaching out to new and existing customers, they can turn cold leads into hot prospects while addressing concerns and upselling products to strengthen loyalty.

This holistic approach to customer experience, spanning both digital and traditional channels, has been a critical factor in KCB Bank’s rapid growth and success.

Unlocking Valuable Insights

The outsourced CX team also serves as a valuable market research tool for KCB Bank. By gathering customer feedback and data through social media interactions and surveys, they provide the bank with crucial insights to inform their business strategy and product development.

It’s a win-win situation – KCB Bank gains a competitive edge while customers enjoy a seamless, personalized experience that keeps them coming back.

So, while KCB Bank’s social media prowess may seem like pure sorcery, the secret lies in its strategic partnership with BPO providers. By outsourcing its CX services, the bank has been able to increase customer acquisition, retention, and satisfaction while freeing up internal resources to focus on its core banking operations.

Now you know. A word is enough for the wise.

Psst: we also offer Social Media CX services. Thank you for your business!