Image for Sinch Awards 2023: HSBC, best hyper-personalized campaign
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Sinch Awards 2023 Winner
CONTEXT
Innovation & Customer Experience are two words that are part poland number for whatsapp of the HSBC culture. After testing different formats such as Rich SMS & Personalized Video, the CRM team took the plunge and tested conversational to offer its customers a seamless interactive journey on a communication channel they love. They chose to do a POC on personal loan simulations at the end of 2023.
SOLUTION
Sinch supported the HSBC team in collecting its opt-ins (via Email & SMS) and in writing and creating the scenario.
The developed chatbot allowed HSBC customers to carry out a personalized credit simulation. At the end of the simulation, the customer receives their quote in a personalized image with their desired loan amount, the associated interest rate, their monthly payments and all the legal notices, then they are offered the subscription channel that corresponds to their habits (mobile app, website, customer service, bank advisor).
HSBC figures
This chatbot was launched in just 1 month, with more than 18 variations. Indeed, the chatbot tree structure varied depending on the customer segment, the amount borrowed, their preferences, etc. Challenge accepted!
Quotes
"We are delighted with this initiative. WhatsApp is more than a new channel for us, it is a new way of interacting with our customers that allows us to discover their needs and propose an ultra-personalized offer on the same discussion thread. The power of WhatsApp is being able to cross-reference data collected during the conversation with customer data in order to personalize subscription journeys.
The Sinch teams were great and very professional, their expertise and advice allowed us to quickly collect consents, find technical solutions to implement sophisticated scenarios and offer a smooth experience to our customers. The results are above the objectives we had set for ourselves, we are already thinking about the next steps.