Introducing in-app calling

Our new in-app calling feature is live for selected clients – reaching us is now faster, easier and safer than ever.

Tired of navigating long menu options, sitting through endless transfers or dropped calls due to a bad signal or your airtime running out?

“Clients often face multi-layered IVR menus, lengthy disclaimers and dropped calls, all while their airtime runs out,” says Ravindren Govender, Head of Digital at Capitec. “We’ve taken a client-first approach to build a smarter, simpler solution that removes these pain points.”

What are the benefits of in-app calling?

• Call us for next to nothing: No airtime needed, and calls use less than 1MB per minute
• Speak securely: You’re instantly connected to one of our Client Care agents
• Skip the queues: Choose the department you want to talk to upfront instead of being transferred or clicking through a menu
• Improved security: You're authenticated automatically through your app, which helps protect you from phishing scams and fraud
• Stay connected: Our VOIP (Voice over Internet Protocol) service delivers clear, uninterrupted calls
• Know when to call: Our live call volume indicators show which departments are busy and which are available, so you can choose the best time to call us

“Traditional call costs could prevent clients from reaching out, especially during financial stress,” Govender adds. “This innovation removes cost and complexity as barriers to getting help.” 

How do I know if in-app calling is available to me?

In-app calling is now available to iPhone users, with Android rollout in progress. Huawei and other devices will follow soon.

You’ll need to be on version 3.7.0 or higher of the app to use this feature.

You’ll know you have access when you see:

• A phone icon in the top right corner of your app dashboard
• A ‘New’ pop-up to let you know you’ve got access to in-app calling

If you don’t see the feature just yet, it’s coming soon!

How does in-app calling work?

Follow these steps to call us from your app:

1. Sign in to your app (make sure you’re on version 3.7.0 or higher)
2. Tap the phone icon in the top right corner, then tap Next
3. Grant the app access to your microphone (you’ll only need to do this once)
4. Tap General enquiries, Fraud and Stop Card, Collections or Loan enquiries
5. Tap Continue to start your call

Watch this space

“This is just the beginning,” Govender concludes. “We’re focused on building a service experience where clients only need to visit a branch when necessary. While our branches will drive that in-person engagement that many of our clients still need, our app will increasingly become the heart of that human-digital connection.”