Brazilian banks boost digital credit through WhatsApp and mobile apps

Banco Mercantil has built a “phygital” model that combines automation with human support to serve customers aged 50 and over. The bank uses WhatsApp as its primary channel, with more than 80% of credit operations now conducted through the app. One in three new INSS beneficiaries start their banking relationship via WhatsApp, and average wait times fell from 53 to 24 minutes, while customer satisfaction rose to 81 points.

Bradesco is also expanding digital credit, allowing users to request loans directly through its mobile app. The process involves logging in, selecting the loan amount, and confirming terms, after which funds are deposited instantly. The bank advises borrowers to assess the total cost, noting the Selic rate at 15% per year and highlighting lower‑interest options such as payroll‑linked loans, which average 2.2% per month according to the Central Bank.

Both institutions emphasize that digital channels should complement, not replace, personal assistance, aiming to increase accessibility while protecting consumers from fraud and over‑indebtedness.