Like it or not, WhatsApp is transforming business communication and redefining customer service with its cross-platform messaging, agility, and real-time interactions. If you’ve ever experienced the ease of checking in for a flight on WhatsApp, you’ll understand how significantly it can enhance your customer experience.
Here’s a sneak peek of Cardinal's WhatsApp Self-Service Solution: driving innovation within the insurance industry, being released at the end of July 2024.
In order to stay relevant and the brand of choice, businesses must meet their customers where they live their lives in the digital world, and with more than 2 billion users in over 180 countries, WhatsApp is the most dominant communications platform. With its high engagement rates, you can ensure that important messages and documents are not only safely and securely delivered to your customer – they are acknowledged and more likely to be read.
Another reason WhatsApp dominates is its stringent criteria and commitment to ensuring the platform remains a spam-free environment. To achieve this, the WhatsApp Business Platform is only available to credible businesses i.e. those with a website, active Facebook page, and notable recognition in their respective industries. WhatsApp also boasts agility and synchronised communication. You can customise menu options, ensuring flexibility and adaptability, and most importantly, we’ve designed our WhatsApp Self-Service System so that itseamlessly integrates with our robust C360 platform.
Simply put, it’s the future of how the insurance industry will communicate with its customers. Through all our engagements with clients, it’s become more and more evident that email and SMS are the nemesis of the insurance administration process. All too often, communication remains a one-way, “fire and forget” process that demands manual input, lacks integration, and ultimately falls outside of your ecosystem, which among other things, means it has to be recaptured into the system all over again.
“Not only do these channels take you out of your ecosystem, but they are easily lost in the clutter, and can carry security risks.”
Launching at the end of July 2024, the Cardinal WhatsApp Self-Service System is a truly comprehensive B2C communication solution with stringent security measures that’s all about maximising digital efficiencies and elevating the customer experience in line with the rising trend of self-service.
“The Cardinal WhatsApp Self-Service Solution is a fundamental shift in the way insurance organisations communicate with their insured customers and service providers and ensures all communications stay within the insurer’s ecosystem”
Seamlessly integrating with our robust C360 Policy Administration System (PAS), and that of other providers, and offering more than communication and real-time interactions, the solution allows you to service business transactions on a 24/7 basis and give your customer immediate access to critical information, support and emergency assistance when and where they need it.
When you see the Self-Service Solution’s enhanced capabilities in claims management and client communication, and how dramatically it can move the needle in improving efficiencies, compliance and administration costs, you may find yourself wondering just how much longer emails will stay relevant.
Easily lodge full insurance claims directly through WhatsApp and upload the required documents, streamlining the claims process and enhancing efficiency
Effortlessly check the status of claims in real-time, ensuring transparency and peace of mind.
Conveniently obtain cross-border letters for vehicle insurance, ensuring hassle-free travel and compliance with international regulations.
Retrieve confirmation of cover letters, providing them with proof of insurance coverage when needed.
Get immediate access to assistance during critical situations with an easy-to-use panic button.
Customers who would prefer human interaction at any point can request a call back with just one click, ensuring prompt follow-ups and personalised support.
Customers can opt-in with a link, or a QR code, once their details have been verified in C360 they’ll receive an OTP to securely access the solution – once they’re in, they’re in so there’s no need to remember usernames or passwords.
The WhatsApp Self-Service Solution facilitates ongoing dialogue, enabling swift resolution of claims, queries, and issues. It also allows you to send multimedia messages, such as images, videos, and documents.
Beyond enhancing customer service, the platform enables you to streamline bulk marketing communications, empowering you to engage with customers efficiently and effectively.
The workflow management capabilities within the platform automatically create tasks based on the customer’s actions, enhancing productivity, transparency, and accountability.
All your terms and conditions, POPIA, and other regulatory documents are included in the welcome message so that your organisation is covered from a legal and compliance perspective.
The comprehensive built-in claims form was built from a detailed analysis of the claims forms of leading insurers, determining what information was ‘critical’ to have and what was already available in the policy admin system. The resulting forms caters for virtually any eventuality.
For more information or to book a demo of the C360 WhatsApp Self-Service Solution, contact us.
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