Why insurers love our InsurTech Platform
Insurance companies are constantly looking for new ways to communicate with their customers. Over the years the insurance industry has come to view WhatsApp as a reliable and cost-effective communication channel.
Increasingly, insurance companies are seeing the possibilities that messaging offers for improving dialogue with customers. Claim filing is a good example of how the industry has strived to simplify things for customers.
Create a Customer Journey through WhatsApp
By being available through WhatsApp, or any other asynchronous messaging channel, you make it effortless for your customer. Using a messaging strategy can make a difference during every step of your customer journey.
- Be proactive: inform your customers up front. (about claims, weather, events, …)
- Be reactive: be there when your customers need you. (in every step of the insurance customer journey buy – claim – pay – upsell)
- Use personalized messages for different types of contracts (car, health, travel, home, …)
Why customers love to message you
- They know how to use it
Customers already know how to use it. They can file a claim without having to download a specialized app or log on to a platform they don’t know.
- Sharing is easy
Sending a document, sharing a location or taking a photo? Getting information through WhatsApp is easy. The experience of your customer will be seamless and your team will be handling the claim faster.
- Available everywhere
Nothing feels more secure than knowing you’re always right there. WhatsApp is already on your customers phone, everywhere they go.
- Respond fast & efficient
Your customers want answers right away. Bots can handle the first repetitive tasks and work together with your agents to create a seamless customer experience.
- Be proactive
Use WhatsApp to communicate with your customers about claims, weather changes or other events. It will improve customer loyalty while reducing your handling costs.
Results with WhatsApp in Insurance
Improve
CES / NPS / C-SAT
Brands have 3 times better Net Promoter Scores (NPS) with messaging.
Improve
Employee satisfaction
Employee retention is 15 – 20% higher, resulting into less training and hiring costs.
Reduce more than 30%
on operational costs
Your agent productivity rises with at least 50%, which improves your ROI significantly.
Results with WhatsApp in Insurance
75% of AXA WhatsApp customers give a top recommendation score of 9,5/10
We’ve already proven our experience in delivering excellent customer service for different insurance companies. That’s why we let Jef Van In, CEO of AXA Belgium, explain some of their eye-opening results that were achieved by using a messaging strategy:
The continuous analysis of customer requirements shows that people attach great importance to simplicity, comfort and ease of use. A message feature was the logical next step alongside existing communication channels in our customer journey. This became apparent from explicit demand from our customers.
“Sparkcentral is the perfect solution for our messaging-first strategy. In only 4 weeks we were up and running with WhatsApp and the Sparkcentral platform!”
The fact that AXA is able to advise the customer even faster than before has a positive impact on customer satisfaction. Almost 75% of the WhatsApp customers give a top recommendation score of 9 or 10 out of 10 for their overall experience. The added value of WhatsApp has also pushed up the satisfaction score for the call centre to 4.5 out of 5.