E-Financial
Banker, Regulator Agree Chat Commerce can Radically Shift Financial Inclusion in Nigeria
Clickatell, the Chat Commerce and business messaging leader, discussed with attendees at Clickatell’s Connect Interact and Transact (CIT) annual event earlier this month how they could drive financial inclusion and reach their revenue goals by adopting Chat Commerce.
The event took place at the Radisson Blu, Anchorage in Lagos with industry experts from Clickatell, Ecobank and Central Bank of Nigeria (CBN) sharing insight and tips with an audience of business and technology leaders.
Werner Lindemann, Clickatell’s Senior Vice President of Enterprise Sales, Growth Markets, kicked off by pointing out how global brands, like Amazon and Uber, have built their entire business model on convenience commerce – where businesses find ways to deliver services and products to their customers wherever they are and at a time that works for them.
Lindemann went on to share that the best way to reach customers where they are is on their phone. However, he said apps have a very limited shelf life, saying the average customer regularly uses just five apps on their phone.
He advised instead of focusing on building apps, brands should be looking to leverage the power of chat, especially since WhatsApp is the most used social media platform in Nigeria. What’s more, when combined with USSD, companies will be able to reach almost every person in the country.
The power of Chat Commerce is especially relevant for the Nigerian banking industry and Lindemann shared that banks can now onboard new clients and conduct Know Your Customer (KYC) standards using chat, meaning banks can serve customers anywhere in the country, in real time.
Lindemann shared other use cases where Clickatell had radically changed how Southern African businesses engaged with their customers, these included:
- How a national retailer was able to cut their broadsheet print production and distribution from 5 Dollars to just 3 cents
- How that retailer now has a 40% to 70% engagement rate on their product specials using WhatsApp, compared to 3% on SMS
- How a national retailer now uses WhatsApp to enable self-service for their loyalty programme and has eliminated more than 20 000 call centre calls per month to block or replace loyalty cards
- How a national healthcare chain now allows customers to order and arrange collection of their chronic medication at their nearest outlet, no matter where they are in the country
- How a Southern African low-cost airline allows travellers to check in and receive their boarding pass on the WhatsApp channel
An engaging panel discussion followed the keynote, introduced by Clickatell’s West Africa Managing Director, Samson Isa and facilitated by Uzo Nwani, Commercial Director of Clickatell.
Opening the discussion, panelists highlighted how their organization had used technology to boost inclusivity. For CBN, this was achieved by its introduction of the eNaira digital currency.
For Ecobank, its move to offer a WhatsApp channel allowed them to reach their customers more easily. And for Clickatell, it has been the company’s drive to help banks in Africa improve their reach by moving to the more ubiquitous chat channel.
“One out of three Nigerians are financially excluded. Therefore the work we have done with Clickatell on the eNaira USSD channel is so exciting. We are also looking to the eNaira to lower the costs of remittances as well as bring down the high costs of cash management.
“We believe the eNaira will drive inclusive growth and make the Central Bank, as an institution, much more effective in carrying out its mandate,” said Stephen Ambore, Assistant Director, CBN.
Osahon Akpata, Group Head of Consumer Payments at Ecobank shared the power of mobile with the audience.
“Across 33 countries, Ecobank Group processed $5.1 billion through our mobile app in 2021 and we built an agency banking network of 110,000 agents, leveraging the ubiquity of mobile devices. While Chat Commerce is still in its infancy for us, we are scaling up the platform for better customer service.
“We have integrated artificial intelligence into our chatbot, Rafiki, to help solve customer queries quicker and seamlessly. We also have customers using the chat channel for transactions and we plan on expanding its use to product information as well. People are already on these chat platforms, and we aim to serve them with payments where they are,” he said.
Akpata went on to share that being able to generate QR codes on the WhatsApp channel, make transfers and buy airtime have all been met with great enthusiasm by Ecobank customers, adding that chat will be a key part of the bank’s drive to reach its target of 100 million customers.
CBN will also be looking to chat to connect with people in Nigeria further in the future.
“We are looking at chat to help us deliver financial literacy and boost inclusion. When it comes to innovation, chat, including USSD, can help us reach new customers and I am excited about the future opportunities, especially at the base of the pyramid,” said Ambore.
Lindemann wrapped up the proceedings by saying: “We’ve just kicked off a project with a major bank with around 15 million active customers, and we will be building them a chat banking wallet in just six weeks.
“In my opinion, chat is allowing us to fast-forward innovation for enterprises. I believe every enterprise has a responsibility to deploy products that have a real impact on their customer and society, and to see this happen in six weeks is testament to the power of chat.”
Nigerian banks have resumed international transactions on naira-denominated debit cards, marking a significant shift in banking operations for customers who rely on foreign payments.
This is coming nearly three years of suspension.
United Bank for Africa (UBA) and Wema Bank, in separate communications to their customers, announced the restoration of international payment services on their naira cards.
In a notice to its customers, UBA said the reactivation of international transactions on its premium naira cards aligns with its commitment to delivering improved and seamless banking experiences.
“We are pleased to inform you that all UBA Premium Naira Cards, including Gold, Platinum, and World variants, are now enabled for international transactions,” the bank stated.
“This means you can now use your Premium Naira Card for global payments — including online shopping, POS, and ATM transactions — with ease and flexibility. If you haven’t used your card recently, now is a great time to rediscover the convenience and prestige that comes with being a UBA premium cardholder.”
Similarly, Wema Bank announced that its customers can now make dollar payments on international platforms using their naira Mastercards.
“Your Wema Naira Mastercard just went global!” the bank said. “Now you can pay in dollars on all your favourite international platforms — Amazon, eBay, AliExpress, Netflix, Spotify, YouTube.”
The development marks a major relief for Nigerian customers who have had to rely on dollar cards or alternative payment methods since most banks suspended international usage of naira cards in 2021 due to foreign exchange scarcity.
Flutterwave, Africa’s leading payments technology company, today announced the relaunch of its flagship remittance solution, Send App, across U.S. states following its newly acquired Money Transmitter Licences (MTLs).
This comes after Flutterwave secured 20 additional MTLs in the U.S., adding to the 14 licenses the brand has held since 2023.
Altogether, this achievement raises Flutterwave’s total number of direct licenses to 34, allowing the company to operate across many U.S. states and territories without partners or intermediaries.
Users in the U.S. can now send money to Nigeria, Ghana and Egypt, unlocking new remittance corridors that were previously unavailable.
Alongside this expansion, the onboarding process has been streamlined with a quick ID check, making it faster and easier for new users to get started.
Additional improvements include optimised payment support for US-issued Visa and Discover cards, enhanced security measures to safeguard transactions and maintain compliance, and improved in-app flows for a simpler, more efficient sending experience.
This return also highlights Flutterwave’s commitment to delivering a seamless, secure, and regulatory-compliant user experience for all Send App customers in the U.S. Users can now send money from DC, Georgia, Maryland, North Carolina, Michigan, South Carolina, Tennessee.
Other U.S. states and territories where Send App by Flutterwave supports outward remittances include Alaska, Arizona, Arkansas, Delaware, Idaho, Illinois, Indiana, Iowa, Louisiana, Maine, Minnesota, Mississippi, and Missouri, Nebraska, New Hampshire, New Mexico, North Dakota, Oklahoma, Oregon, Puerto Rico, Rhode Island, South Dakota, Utah, Washington, West Virginia, Wisconsin, and Wyoming.
Commenting on the relaunch, Olugbenga “GB” Agboola, Flutterwave Founder and CEO, said, “By expanding our reach and enhancing our services, we are empowering millions of Africans in the U.S. to maintain strong financial ties with their home countries, support their families, and contribute to economic development across the continent. Additionally, we are staying true to our core mission of bridging Africa with the global economy and vice versa.”
Earlier this year, Flutterwave integrated Swap into Send App for seamless FX transactions and strengthened its services in Ghana by securing approval for inward remittance from the Bank of Ghana.
Federal High Court in Abuja on Friday affirmed the authority of the Nigeria Inter-Bank Settlement System (NIBSS), to manage the Bank Verification Number (BVN), database across the country, in line with the Central Bank of Nigeria (CBN), Act and other relevant banking laws.
This is according to a judgment delivered by Justice James Omotosho on Friday.
Wolemi Esan, senior advocate of Nigeria, NIBSS’s counsel, and Kofo Abdulsalam-Alada, lead counsel for the CBN, among others, had sought a restraining order to prevent any institution in Nigeria from challenging the agency’s statutory authority to maintain and manage the BVN database.
This comes as NIBSS had alleged that Digital Rights Lawyers Initiative filed multiple suits, either directly or through proxies, challenging its authority to manage the BVN database and claiming that such management violates constitutional privacy rights.
However, Justice Omotosho, delivering his judgment, said the BVN does not infringe on the constitutional right to privacy.
“The initiative does not infringe on the constitutional right to privacy but rather serves as a necessary tool for safeguarding public interest and enhancing financial security.
“NIBSS has the power to manage the BVN,” the judge said, citing relevant CBN laws.
“The court grants the reliefs of NIBSS as prayed,” he stated.
Nigerian Banks End Years of Embargo, Resume Intl Transactions on Naira Cards
Flutterwave Secures 20 more US Money Transmitter Licences
Court Affirms NIBSS Authority to Manage BVN
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