As WhatsApp has developed its features and scope, the messaging application has evolved as a platform for conversational commerce. This development has created massive opportunities for many business sectors to leverage – and the insurance brands are top of the lot.
WhatsApp chatbots simplify the complex process of buying, renewing, or claiming policies by having interactive conversations with their customers on their preferred communication channel.
We will walk through these key insurance areas and see how a WhatsApp Business chatbot can be used.
- Automate Lead Generation
- Policy Selection
- Provide Instant Guidance and Advice
- Document Submission
- Personalized Reminders and Notifications
- Policy Renewal Assistance
- Claim Process Assistance
Automate Lead Generation
Building a solid sales pipeline is essential for any business, and insurers face regular challenges in gaining and retaining customers. Traditional customer service methods often involve long waiting periods for insurance buyers.
A WhatsApp chatbot specifically designed for insurance can capture insurance leads from different channels. Intelligent bots can quickly gather critical information, like a prospect’s name, email address, phone number, and income. And when the conversation is routed to a human agent, the data can help them have more meaningful interactions, leading to higher conversions.
Leads flow seamlessly into the sales team 24/7, so they can keep the pipeline moving.
Purchasing insurance is a challenge, as there are many factors to consider during the purchase process. A WhatsApp insurance chatbot can guide customers to the appropriate policies, in so reducing the number of hurdles they face and select a policy that suits them best.
Provide Instant Guidance and Advice
When buying insurance, many consumers start from scratch. They most likely do not know much about the critical factors and may be confused by complicated terms and variety of policies. A chatbot can assist potential customers by using simple language to explain policies, procedures, and factors in an interactive manner. This improves the customer experience and allows policy buyers to make well-informed decisions.
One of the common pain points for insurance companies when onboarding customers is the collection of documents like income, address, ID, medical documents etc. If key documents are not submitted in time, applications may remain in limbo – delaying the entire process.
With WhatsApp, it could not be easier as its rich-media capabilities allow customers to just scan the documents and share them. The end-to-end encryption on WhatsApp provides the assurance of safety and security of all sensitive information.
Personalized Reminders and Notifications
Various notifications can help policy owners updated, sending key reminders regarding policy maturity, policy claim, pay-outs and more. The WhatsApp Business API enables the personalisation of such reminders and notifications, so the time and content of reminders can be customized for every customer.
Policy Renewal Assistance
Customers need to be informed about policy renewal at the right time. The chatbot can serve as a virtual assistant, reminding and assisting policyholders through the stages of renewal.
Claim Process Assistance
Lengthy insurance claim processes can leave customers frustrated and annoyed by delays. A WhatsApp chatbot can speed up processes and reduce delays, allowing policyholders to submit the documents required for making claims faster & easier.
To sum up
The world of business continues to evolve and embrace digitals channels throughout their ecosystem. Businesses focus on engaging with customers where they already are, instead of drawing them to platforms where they want them to.
For its scalability alone, it is evident that WhatsApp is an excellent channel for brands. And with the continual development of WhatsApp’s commerce capabilities, it has emerged as a most efficient channel to connect digitally.
- How to use WhatsApp Business API to reduce customer churn
- Drive efficient customer support with WhatsApp Business API
- Conversational Automated Self-Service