Case Study: DBS Bank achieves branchless digital growth with Tetherfi’s in-app customer engagement solution

Driving Branchless Growth with In-App Customer Engagement for a Leading Digital Bank

DBS Bank, a leading multinational financial institution, aimed to penetrate new markets in India and Indonesia without establishing physical branches. Their challenge was to rapidly acquire customers and compete with established players using a purely digital model. To achieve this, they needed a fast-to-deploy, in-app communication platform from Tetherfi to handle customer onboarding and ongoing service directly within their mobile banking application.

Tetherfi implemented an end-to-end in-app engagement solution featuring Click-to-Chat/Video and a Callback function. This was powered by the Tetherfi Mobile SDK and a Unified Agent Desktop, enabling seamless customer assistance. The solution led to a significant reduction in the cost to serve, improved customer retention by recovering dropped chats, and increased agent productivity by allowing one agent to manage both voice and chat interactions.

DBS Bank