Iris WhatsApp Connect

Iris WhatsApp Connect is an automated service that uses WhatsApp to help manage and facilitate various aspects of loan services on Iris LAPP loan management system. Data submitted through the Iris WhatsApp Connect platform is instantly reflected in the main Iris LAPP loan management system. Similarly, the information shown on WhatsApp Connect is retrieved directly from the backend databases of the Iris LAPP system. This groundbreaking service allows borrowers to make loan applications and perform other related functions from their smartphones, making it possible for companies using Iris LAPP platform to increase their market reach across the nation enhancing accessibility and operational effectiveness.

The service offers an efficient and user-friendly interface for financial service providers. Iris WhatsApp Connect was built to enhance customer experience and operational efficiency, and it acts as a communication bridge linking borrowers with loan providers.

On-boarding process and key features

Users can initiate conversations by sending a simple “Hi” and follow prompts to access loan services. The service offers the following functions or services to the microfinance institutions’ remote clients:

Automated Responses – Instant, seamless replies.
24/7 Availability – Always-on service for improved response times.
Personalized Interactions – Addressing users by name for a tailored experience.
Seamless Integration – Fully connected to Iris LAPP for streamlined loan management.
Easy Registration – Simple onboarding for first-time users.
Loan Application.
Loan Balance Checks.
Loan Status Tracking – Stay updated on loan progress.
Payments via EcoCash – Make payments if the Financial Service Provider is integrated with EcoCash.
PIN reset via the financial service provider’s admin.

Borrowers will access the Iris WhatsApp Connect by simply sending a “Hi” message to the lender’s registered WhatsApp number from their own WhatsApp. First-time users will be taken through the registration process where they will create their PIN. This registration process on Iris WhatsApp Connect will only work for borrowers that are already registered in the Iris LAPP database.

On second and subsequent logins, users will be allowed a maximum of 3 login attempts before they are blocked from accessing the platform if the PIN being tried is incorrect. Those who use a WhatsApp number that is different from their default contact number will be prompted to enter the OTP which has to be entered within a specific time period. After they successfully log in, the users will be guided by our very informative menus by just following the prompts on each function being performed.

Loan amounts, interest rates, loan limits, desired disbursement methods, and loan types available on the Iris WhatsApp Connect service are completely configurable to match the service provider / financial institutions’ operations. Our platform allows borrowers to check their loan balances independently at any given time without needing to visit or contact their service providers. In the same way, the platform also allows these borrowers to settle their outstanding balances via Online EcoCash Instant Payment (EIP) service. This automated process will automatically adjust the outstanding balances with the amount paid and the payer will be notified of the same through an SMS. This payment function will require the service provider to be integrated with EcoCash for online payments.

Support procedure

i. For the Borrowers

A borrower can utilize a “Help” option to get any form of assistance, including “Forgot PIN / Reset” from their respective service providers/financial institutions. The borrowers will be able to reach out to service providers through the provided contact details under the “help” option to receive the support they require.

ii. For the Iris LAPP/WhatsApp Subscribers

QATCTECH team is readily available to provide support to the customer care teams of the Iris WhatsApp Connect subscribers via our support lines +263787935484/+263787935481.

Key benefits of using the Iris WhatsApp Connect service:

1. Enhanced customer experience

Provides real-time assistance, making it easier for customers to apply for loans, check their loan statuses, or get answers to queries without delays.
Offers a familiar and convenient platform (WhatsApp), improving accessibility for a wide range of users.
Enables personalized interactions, tailored to each customer’s needs.
Intuitive menus with real-time interactivity.

2. Increased efficiency.

Automates repetitive tasks like processing basic loan applications, freeing up human agents for complex tasks.
Reduces processing times by streamlining workflows, such as cancelling loan application(s).

3. Cost savings.

Minimizes the need for extensive customer service teams by automating routine interactions.
Lowers operational costs by consolidating communication into a single, scalable platform.

4. Improved communication.

Maintains open lines of communication, enhancing transparency and trust.

5. Seamless integration.

Syncs directly with the Iris LAPP loan management system for real-time data updates and insights, ensuring accuracy in loan processing and tracking.
Facilitates smooth handoffs between automated and human interactions when necessary.

6. Broader reach.

Allows financial institutions to connect with customers in rural or remote areas where WhatsApp is widely used, overcoming barriers to access.

7. Data-driven insights.

Captures valuable customer interaction data, which can be analyzed to improve services, tailor offerings, and optimize marketing strategies.

8. Support.

Customer care teams are readily available to assist and support borrowers.
Free training and support.

9. Payments.

Ability to make EcoCash payments remotely with the ability to automatically close the loan when the balances are paid in full and partial payments will be adjusting the balances accordingly

With Iris WhatsApp Connect, financial institutions can streamline their services while offering a modern, conversational interface that meets customers where they are—on WhatsApp. This solution is ideal for organizations looking to optimize processes, enhance engagement, and build trust in a competitive market.

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