The Lesotho Post Bank (LPB) recently introduced a new chat-bot named ‘Tsotsoma’ to enhance customer interaction and service offerings.
‘Tsotsoma’, meaning ‘run faster’, represents LPB’s latest customer service innovation, available via WhatsApp for LPB banking clients.
According to LPB’s Application Developer Specialist, Lipholo Pheko, clients using LPB can interact with Tsotsoma by simply sending ‘Hi’ to +266 62579119 on WhatsApp.
Pheko highlighted that this service allows users to open an account remotely, providing step-by-step guidance through Tsotsoma’s interaction. Initially available in English during its pilot phase, more features are expected in the future.
“This service offers three main menus: self-service, account service, and communication with agents. Additionally, it can direct users to specific bank departments based on their needs,” stated Pheko.
He further emphasised that the service’s expansion may generate job opportunities for a 24-hour service team.
During the launch, LPB’s Chief Sales Manager, ‘Mathabo Tšehlo, emphasised that Tsotsoma serves all LPB clients by remotely addressing customer queries.
Tšehlo mentioned that the chatbot provides essential bank documents, like proof of residence, which users can submit via the same platform once completed.
“Tstotsoma offers real-time updates on bank services, including ATM statuses and nearest active machines,” added Tšehlo.
The chatbot’s functionalities include guiding users to relevant bank departments and managing document forwarding within the bank.
Acting Managing Director, Mahase Mahooana, expressed optimism that this service would significantly improve customer convenience and experience.
Mahooana urged LPB’s clients to leverage this service to save time and transportation costs.