Messaging in the
insurance industry.

At Sparkcentral one of our focus verticals is the insurance industry as we believe insurers can benefit massively from adopting digital customer centric business models. We help insurers improve their customer loyalty, and lower the cost of service by increasing operational efficiency through the adoption of new asynchronous service channels. We have been able to factually prove that a WhatsApp customer service operation at scale is over 30% more efficient than a traditional phone and email contact center operation.

Based on our experience in working with several insurance companies we have defined 4 easy to implement WhatsApp customer service innovation tips. They are a good start for your company to reap the benefits of messaging customer service !

 

IVR
deflection.

By using WhatsApp IVR deflection you can proactively provide clients with the option to engage with your customer service team in their preferred messaging channel. We have seen that at peak times customer waiting times at insurers can be long and resulting in poor customer service. By offering your customers on your IVR the ability to receive a WhatsApp push notification to begin an interaction with your company on their preferred digital channel will be a very convenient option for your clients.
In today’s digital mobile first world, who wants to talk anyway! Do you?

Process
claims.

By using WhatsApp to proactively manage the claims process you can improve customer loyalty while reducing handling costs. The claims process is widely recognized as a key moment in the customer journey of any insurance company. Reaching out to clients with proactive messages is a convenient way of informing customers about the status of their claim even before they reach out to you. In today’s digital world everyone loves speed of settlement and process transparency! Don’t you?

Process payment reminders.

By using WhatsApp payment reminders with convenient in-message payment links you can drastically improve cash collection rates while increasing customer loyalty. For many industries, payment interactions are the most frequent point of customer engagements. Ignoring that this process also needs to be customer-centric damages your customer experience and NPS. Improving cash collection with friendly WhatsApp payment reminders offers new opportunities to strengthen your customer loyalty. In today’s digital world we all expect that paying a bill is as convenient as buying online. Don’t you?

Efficient use of chatbot.

By using WhatsApp in combination with a conversational chatbot platform you can improve customer responsiveness while reducing stress levels for your claims handlers on repetitive tasks. The future of customer service in insurance is about optimizing the collaboration between BOT & Human. That sounds promising doesn’t it? However we see that many service operations don’t know how to get started. We propose to start with what we call a “Minimal Lovable BOT” project to test and quantify the opportunity for your company. In today’s digital world we believe it’s time to start on the path towards the future of AI driven customer service! Don’t you?

Talk to our WhatsApp experts

Get a demo

Trusted by clients

535 Mission Street,
Floor 19
San Francisco, CA 94105

Kempische Steenweg,
311 b1.06
3500 Hasselt, Belgium

Messaging in the insurance industry.

At Sparkcentral one of our focus verticals is the insurance industry as we believe insurers can benefit massively from adopting digital customer centric business models. We help insurers improve their customer loyalty, and lower the cost of service by increasing operational efficiency through the adoption of new asynchronous service channels. We have been able to factually prove that a WhatsApp customer service operation at scale is over
30% more efficient than a traditional phone and email contact center operation.

Based on our experience in working with several insurance companies we have defined 4 easy to implement WhatsApp customer service innovation tips. They are a good start for your company to reap the benefits of messaging customer service !

IVR
deflection.

Adding WhatsApp and other popular communication channels for customer service will add significant value to your business and CX reputation. As a brand you should not be afraid that a WhatsApp channel will only create additional volumes and thus increase your service operations cost. On the contrary we have been able to factually proof that a WhatsApp customer service operation is between 30% to 50% more efficient than phone or email contact center operations. During our Innovation Partnership, we focus on improving your customer experience and increase agent efficiency. On our 12 month innovation journey we pilot a maximum of use-cases on various messaging channels and jointly work with you on designing a messaging first CX strategy.

Process claims.

By using WhatsApp to proactively manage the claims process you can improve customer loyalty while reducing handling costs. The claims process is widely recognized as a key moment in the customer journey of any insurance company. Reaching out to clients with proactive messages is a convenient way of informing customers about the status of their claim even before they reach out to you. In today’s digital world everyone loves speed of settlement and process transparency! Don’t you?

Process payment reminders.

By using WhatsApp payment reminders with convenient in-message payment links you can drastically improve cash collection rates while increasing customer loyalty. For many industries, payment interactions are the most frequent point of customer engagements. Ignoring that this process also needs to be customer-centric damages your customer experience and NPS. Improving cash collection with friendly WhatsApp payment reminders offers new opportunities to strengthen your customer loyalty. In today’s digital world we all expect that paying a bill is as convenient as buying online. Don’t you?

Efficient use of chatbot.

By using WhatsApp in combination with a conversational chatbot platform you can improve customer responsiveness while reducing stress levels for your claims handlers on repetitive tasks. The future of customer service in insurance is about optimizing the collaboration between BOT & Human. That sounds promising doesn’t it? However we see that many service operations don’t know how to get started. We propose to start with what we call a “Minimal Lovable BOT” project to test and quantify the opportunity for your company. In today’s digital world we believe it’s time to start on the path towards the future of AI driven customer service! Don’t you?

Talk to our WhatsApp experts

Get a demo

Trusted by clients

1 (866) 559 6229
535 Mission Street,
Floor 19
San Francisco, CA 94105

Kempische Steenweg,
311 b6.01
3500 Hasselt
Belgium