With WhatsApp APIs becoming more flexible and expansive, it is now possible to handle end to end use cases over conversation. Customer initiated conversations over WhatsApp are very high-intent and every consumer brand should now have personalized journeys built over WhatsApp to deliver a positive customer experience over this touchpoint.
Core reasons for why it is an utmost necessity and benefits all stakeholders -
- 24/7 Availability for Customer Interaction: Automation allows for round-the-clock customer service without the need for continuous human intervention.
- Cost and Time Efficiency: Automated systems can handle queries more quickly and at a lower cost compared to human resources.
- Consistent and Updated Information: Seamless data integration ensures that the information provided to customers is both accurate and current.
- Scalability: As customer interaction volume increases, the system can scale without a proportional increase in costs.
- Personalized Customer Service: By fetching customer history from the backend, conversations can be tailored to individual needs and preferences.
- High-Intent Lead Capture: Automated systems can effectively capture and process high-intent leads, improving conversion rates.
- High Customer Satisfaction: Automated, efficient, and personalized service contributes to improved overall customer satisfaction.
Major use cases in Insurance -
- Capturing Lead Data and Customer Qualification: Bots can create personalized journeys based on customer inputs, capturing detailed information like car make, model, registration number, etc., for when customers express interest in car insurance and likewise for other products.
- Policy Retrieval: It often happens that customers don’t have their insurance policy handy, and in emergency situations they might need to retrieve it quickly. In cases where customers need quick access to their insurance policies, bots can retrieve this information using identifiers such as phone numbers.
- Lodging a Claim: Customers can initiate claim processing through WhatsApp, including uploading pictures of relevant documents or damaged vehicles.
- Renewal Notices: Automated systems can send periodic policy renewal notices to customers, aiding in retention.
- Upselling and Cross-Selling: Based on a customer's existing portfolio, targeted marketing campaigns for relevant additional products can be shared, enhancing the scope of business.
In summary, the use of WhatsApp and Webchat for automated conversations in the insurance sector not only streamlines customer service and operations but also opens up new avenues for customer engagement and business growth. This technology leverages the familiarity and ease of use of popular messaging platforms to enhance customer experience and operational efficiency.
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