Best Insurance has launched a new WhatsApp service, enhancing customer experience.
- This innovation allows users to manage insurance purchases via WhatsApp, without phone calls.
- The initial product offering includes accident, sickness, and unemployment insurance.
- Future expansions will cover life, critical illness, pet, and gadget insurance.
- The service promises flexibility, security, and scalability for policy management.
Best Insurance has taken a forward-thinking approach by introducing a WhatsApp service that enables customers to purchase insurance directly through the messaging platform. Designed to improve customer experience, this service allows users to manage their insurance journey without the need for phone calls, thereby reducing pressure during interactions.
The first insurance products available through this service include accident, sickness, and unemployment insurance. Plans are underway to expand this offering to include life and critical illness insurance, alongside more general products such as pet and gadget insurance. This expansion signifies a strategic move to provide a comprehensive suite of insurance options via a popular communication platform.
Co-founder Kesh Thukaram highlighted a shift in customer interaction preferences, noting a rising demand for control and flexibility, especially when dealing with sensitive information for protection quotes. He stated, ‘By launching this WhatsApp service, we are meeting those expectations and making the process easier and more convenient.’
One significant advantage of the WhatsApp service is the ability for customers to engage at their own pace. This flexibility ensures that all interactions are well-documented and can be revisited if needed. Sensitive topics, like salaries and medical conditions, can be discussed securely, providing a level of privacy often not possible in traditional settings.
The service is designed to be scalable, ensuring it can support thousands of users simultaneously. This scalability is crucial as it enhances efficiency and improves response times, highlighting the service’s capability to cater to a broad customer base.
Current data shows that 30% of customers have opted to use WhatsApp over phone calls. Of those who initially started online, 50% elected to switch to the messaging service. These figures underscore the growing preference for text-based communication in managing personal affairs.
Thukaram further noted that customers often prefer to avoid phone discussions about sensitive subjects, particularly in open workspaces. Similarly, they might not have immediate answers to all questions in online forms, leading to a high drop-off rate. In contrast, WhatsApp allows users to manage their time effectively without pressure, facilitating higher response rates even among younger demographics.
The data reflects that 65% of interactions on WhatsApp occurred during regular working hours, indicating a preference to handle personal policies such as unemployment insurance privately, away from workplace settings. This trend supports the view that people prefer mobile interactions over desktop computers.
By integrating this service with traditional methods like phone and website interactions, customers can select their preferred communication channel. This choice embodies a modern approach to customer service, offering both convenience and control.
The WhatsApp service by Best Insurance embodies a modern, customer-centric approach to manage insurance needs conveniently and securely.
