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.
Brands have 3 times better Net Promoter Scores (NPS) with messaging.
Employee retention is 15 – 20% higher, resulting into less training and hiring costs.
Your agent productivity rises with at least 50%, which improves your ROI significantly.
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.
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.