How Hollard increased response rates by 5X using WhatsApp
Company
Hollard Insurance
Country
South Africa
Channels
Products
Chatbots
Competitions
Industry
Insurance
About Hollard
Hollard was founded in 1980. It helps over 6 million customers across four continents secure their futures with insurance. Learn more about how Hollard covers over 6 million customers across Africa.
The challenge
Hollard Insurance uses broker feedback to improve its services. At first it used SMS to gather that feedback. It then switched to WhatsApp. SMS has a 160-character limit. So Hollard had a 7% response rate on its post-sales SMS surveys and could not get its messages across.
How Hollard claimed a 5x increase
Hollard launched an official WhatsApp Business Account. It can now broadcast messages to clients at scale. Customers can also get real-time help via chatbots and live chat. Since the switch to WhatsApp, Hollard has increased survey responses by 5x. Its 3000-character messages also drive more engagement.
Hollard’s WhatsApp chatbot lets customers:
1. Register a funeral claim
Customers can start a claim right in Hollard's WhatsApp chat. They give their ID number and answer a few basic questions. Then Hollard's live agents can help them.
2. Register a retrenchment claim
Hollard has you covered, even during retrenchment. Get paid faster by sending your retrenchment cover claim on WhatsApp in minutes.
3. Register a Hospital Moneyback claim
Hollard pays out so you can cover the day-to-day costs that add up while you’re in hospital. Register a money-back claim on WhatsApp with Hollard.
4. Get StreetWise with free financial education
StreetWise Finance is a financial literacy drive that aims to teach and equip South Africans. Get free financial literacy with Hollard on WhatsApp.
Why WhatsApp for insurance
Over 175 million people in Africa use WhatsApp. So insurers need to meet the people they cover on the app they use every day. One key advantage of WhatsApp Business is its secure and private messaging. Insurers can use this to build trust with clients and give them real-time support.
Insurers can use WhatsApp for insurance quote chatbots, simpler policy renewals and real-time customer support. Insurers can use WhatsApp to:
Create insurance quote chatbots that handle the quotes process.
Process and simplify claims with an insurance claim chatbot.
Manage policy renewals with automated reminders, chatbots and live chat.
Gather feedback using surveys on WhatsApp.
Use broadcast messages to keep customers informed all year round.
Improve customer support with real-time help on live chat.
With WhatsApp Business, you can improve customer service, work more efficiently, keep clients happier and keep them for longer.
Get covered with Hollard on WhatsApp
Ready to insure your future? Chat with Hollard now on WhatsApp to find insurance plans that fit you, or to manage the policies you already have.
