WhatsApp is being used more frequently now by various brands, as a primary, and convenient comms tool, between company and customer;
Insurance Revolution, a specialist insurance broker, has partnered with CM.com, a global leader in cloud-based conversational commerce software, to integrate WhatsApp into its customer communication processes. The collaboration enables Insurance Revolution to meet customers on their preferred messaging platform, resulting in a faster service and improved customer experience.
In the ten months since launching WhatsApp as a customer service channel, the platform has quickly become central to Insurance Revolution’s customer journey. Message volumes have undergone a 50-fold increase since launch, with customers choosing to use the platform for everything from insurance quotes and policy documentation to everyday queries.
WhatsApp is now Insurance Revolution’s primary channel for communicating with prospects too. Giving drivers the ability to respond in their own time, on a familiar platform, has proven highly effective for lead conversion.
At the same time, Insurance Revolution has seen service email volumes drop by 22% as customers now send policy documents and proofs via WhatsApp. This has reduced inefficient email exchanges, accelerated customer verification processes, and improved the security and traceability of shared documents.
What’s more, calls handled per agent fell by 11%, with Insurance Revolution’s customer support team now using WhatsApp to reach out to prospects and manage follow-ups, reducing the time they spend on the phone.
Uwais Patel, Director at Insurance Revolution commented: “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.”
Through CM.com’s platform, Insurance Revolution seamlessly incorporated WhatsApp into its customer service workflow. The WhatsApp Business channel is integrated via CM.com’s Mobile Service Cloud, meaning messages, documents, and inquiries from WhatsApp appear in the same agent inbox as emails and calls. This unified approach ensures no customer message slips through the cracks, regardless of channel.
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