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From discovery to conversion: Axis Bank chats its way to growth with RCS for Business
With a goal to enable self-serve capabilities for loans, credit cards, and deposits, Axis Bank deployed an RCS for Business chatbot, resulting in 45% cross-sell opportunities and more than 2,000 new users through a seamless, interactive experience.
Customer insight
“RCS for Business transformed our customer engagement, allowing us to deliver visually appealing messages that captivate our audience. The interactive features have significantly enhanced performance and improved the user experience.”
Attribution: Nikhil Padmanabh, Vice President of Marketing & Digital Media, Axis Bank
45%
cross-sell opportunities enabled for loans, credit cards, FD
6.5%
service requests created via the chatbot
2,000+
users activated through Axis Bank’s RCS chatbot
Challenge
As the third-largest private sector bank in India, Axis Bank offers a full spectrum of financial services to customers of all sizes across industries. With a goal to create a self-service tool for managing inquiries and transactions related to loans, credit cards, and fixed deposits, Axis Bank looked for a messaging solution that:
- Supports rich media and interactive features
- Enables native interactions that improve engagement rates
- Unifies the user journey across online and offline channels
Approach
Axis Bank teamed up with Karix to create an interactive RCS for Business experience that made it easy to manage loans, cards, and deposits. Customers could simply scan a QR code to chat, ask questions, apply for products, and request services, all within their native messaging app. Additionally, the use of rich features — including visuals and one-tap reply buttons — simplified and streamlined the entire engagement, from discovery to conversion.
Result
Using RCS for Business to engage with customers, Axis Bank unlocked 45% more cross-sell opportunities for loans, credit cards, and fixed deposits, as well as more than 2,000 new users activated. The bank also saw 6.5% more service requests created via the chatbot, proving the value of self-serve financial solutions.
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