Insurance Revolution makes WhatsApp key communications channel
Insurance Revolution has announced that WhatsApp will now be its primary channel for customer communications.
The specialist automotive insurance broker has partnered with software provider CM.com to integrate WhatsApp into its communications which it believes will result in faster service and improved customer satisfaction.
It has made the announcement 10 months after launching WhatsApp as a customer service channel.
Since then message volumes have increased 50-fold, with customers using the channel for everything from insurance quotes and policy documentation to everyday queries. During the same period, email volumes have fallen by 22% and calls handled by customers have come down by 11%.
Insurance industry
Uwais Patel, director at Insurance Revolution, said: “Customer loyalty in the insurance industry has always been about trust and responsiveness. People want fast answers and zero hassle, rather than lengthy verification processes and long hold queues.
“WhatsApp has been a game-changing solution. Many of our customers now send us a message and pick up the conversation whenever it suits them. If you’re a business owner handling insurance on the move, it’s an instant, flexible way to get what you need.
“Our mission is to make insurance easy and human, and integrating WhatsApp, which people already use daily in their personal lives, has been revolutionary for that.”
