Technology

Banks take to social media for a chat with customers

Mr Richard Etemesi, the managing director of Standard Chartered Bank, works on a laptop. Through their lobby, KBA, bank CEOs are reaching out to clients in chat rooms beginning  next week. File
Mr Richard Etemesi, the managing director of Standard Chartered Bank, works on a laptop. Through their lobby, KBA, bank CEOs are reaching out to clients in chat rooms beginning next week. File 

Over the past two years, Kenyan companies, particularly those serving the mass market, have taken to social media to engage with consumers.

Technology and financial services firms such as KCB Group, Safaricom, Unaitas and Housing Finance, utilities such as Kenya Power and supermarket chains have set up Twitter accounts while many others are engaging customers on Facebook.

Kenya Bankers Association (KBA), which between July and August this year ran a one-month discussion through an Internet chat room weekly, has said that it will now host the chat session quarterly beginning this month. People can chat with a commercial bank CEO through the KBA website on selected topics through the forum dubbed “my15 min chat with a CEO”.

Habil Olaka, KBA chief executive officer, said the public should expect more of such forums as the association engages more with banking stakeholders. “We received very positive feedback from the initial chief executive officer chat from not only Kenya but also Rwanda, the United States, Australia, and even South Korea,” said Mr Olaka.