We are delighted to announce that we have today become one of the first international health insurance providers to launch a WhatsApp for Business account, which means our members can 'WhatsApp us' any time!
As the most popular messaging application worldwide, our new WhatsApp functionality enhances the customer experience by making it even more convenient for our globally mobile members to get in touch with us via a digital channel they are already highly familiar with.
Our new WhatsApp for Business account complements our variety of existing customer channels, including email, telephone, Live Chat, and Facebook chatbot, and enables us to get back to our members in a smarter and more timely manner.
We’ve also taken advantage of the integration between our Live Chat platform (powered by LiveEngage) and WhatsApp for Business, enabling our Customer Service team to run multiple chats simultaneously, and triage queries to ensure urgent issues and emergencies can be prioritised.
The launch of our new WhatsApp for Business account forms another milestone in in our ongoing digital transformation as we continue to innovate and leverage new technologies to create a seamless online user experience.
Alison Massey, Director of Marketing said: “WhatsApp has more than a billion users worldwide and we chose to become an early adopter of the new WhatsApp for Business functionality because we know many of our customers prefer to communicate via this platform.
She added: “As a business we endeavour to get back to all email queries within one working day and answer phone calls and Live Chat queries almost instantly. However we know that on average consumers expect WhatsApp responses to range from 20 minutes to 1 hour, so by adding this channel to our customer service suite we’re offering a middle ground for our members that want a response quickly, but don’t need an immediate reply”.
*Please note that our new WhatsApp service is not available to members based in mainland China.