Case Study: Bankia improves customer satisfaction and qualified leads with Hubtype WhatsApp automation

Bankia - Customer Case Study

Bankia, the fourth-largest bank in Spain, faced a challenge with its traditional support channels being too slow and rigid for customers researching complex financial products like mortgages. This led to customer drop-off and low satisfaction. To address this, they partnered with Hubtype to implement a solution using the WhatsApp Business API.

Hubtype provided a seamless and compliant WhatsApp solution that automated parts of the customer journey and ensured rapid response times. This implementation led to impressive results for Bankia, including a 22% call deflection from their IVR, a 74% faster process resolution, an 11% increase in qualified leads, and an exceptional 9/10 NPS score, transforming their contact hub into a revenue generator.

Bankia

Elena Serrano García

Innovation Manager