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When the Internet Goes Down, Your Most Important Network is Still On.

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The Loudest Message a Nepali Bank Can Send is a Silent One

For years, SMS was the gold standard for reliable, urgent communication. It was direct, personal, and immediate. Today, that same channel is saturated. For every critical transaction alert a customer receives, they get ten promotional offers for loans, credit cards, or festival discounts. This has created a concerning phenomenon: SMS blindness. Customers have been conditioned to ignore the constant stream of promotional messages. Their brains automatically filter them out as noise. The unintended consequence is that when a truly time-sensitive and critical alert arrives—a message about a potential security breach, a mandatory KYC update, or a failed payment—it is often met with the same indifference. It sits unread, a silent, ticking risk for both the customer and the institution. This isn't a failure of technology; it's a failure of the medium. When every message is delivered with the same priority, then effectively, nothing has priority.

Your Wallet's Biggest Vulnerability Isn't Your Code

Think about your own phone's SMS inbox. It was once a place for important, personal messages. Now, it's a relentless battle for attention. For every one message from a friend or a critical bank alert, there are a dozen others shouting about flash sales, loan offers, and data pack discounts. This is the reality of channel dilution. We have trained our users to be numb. The constant barrage of promotional content has devalued the SMS channel to the point where even critical alerts are met with skepticism or are simply ignored. A user sees a notification banner, their brain categorizes it as "probably spam," and they swipe it away without a second thought. This creates a paradox: as wallets, they are legally and ethically obligated to notify users of critical account activity. But what is the value of a "delivered" notification if it is never truly received or understood by the user?

When the Internet Goes Down, Your Most Important Network is Still On

The real damage during a service outage isn't the temporary loss of connectivity. It's the information vacuum that immediately follows. Left in the dark, customers don't assume the best. They assume the worst. Frustration quickly builds and spills out onto every available channel. Support lines are instantly overwhelmed, transforming from a support tool into a bottleneck that only amplifies anger. Social media pages become a battleground of furious comments and negative reviews. Customer churn risk skyrockets as competitors seize the opportunity to lure away dissatisfied users. Posting an update on your Facebook page is a good first step, but it’s a passive approach. It relies on your customers, who are already frustrated and without internet, to actively seek out your page for information. Trying to manage a mass outage through social media alone is like shouting into a storm; only a fraction of the people who need to hear you will.