Ergo Direct uses WhatsApp for Customer Communication

INSURANCE PROVIDER ERGO DIREKT VERSICHERUNGEN IS BREAKING NEW GROUND IN CUSTOMER COMMUNICATION, HAVING RECENTLY INTRODUCED A FACILITY FOR CUSTOMERS TO FIND OUT ABOUT PRODUCTS AND SERVICES VIA WHATSAPP. ALONGSIDE ONLINE AND VIDEO CHAT, THE INSURANCE GROUP IS SETTING NEW STANDARDS FOR HOW MODERN COMPANIES USE ACCEPTED CHANNELS TO PRESENT A LOW-THRESHOLD COMMUNICATION SERVICE TO A SOUGHT-AFTER TARGET GROUP.

By employing the popular WhatsApp messenger, used by more than 32 million people across Germany, ERGO Direkt is once again demonstrating an instinct for effective and up-to-date customer communication. Behind the service is a solution from Hamburg-based chat experts, optimise-it GmbH.

A few clicks is all it takes for prospective customers to communicate with ERGO Direkt via WhatsApp. The company logo will now show up between conversations with friends and private group chats. Customers can send queries through the messenger around the clock, using all its visual and media features as normal.

Customer communication on equal footing
Thanks to the frequent use of WhatsApp in private life, inhibitions against actively seeking early information about important insurance services will be reduced, particularly among young people – an audience that prefers to communicate via chat and uses smartphones as the number one choice for finding information online. ERGO Direkt is using the instant messenger’s vast reach to make contact with new prospects as early as possible. If a customer on WhatsApp wants to reveal their identity or enter a contract, they are transferred to the existing online chat service with a simple click. This technical and privacy-compliant process gives the solution maximum security.

WhatsApp chat is integrated into existing communication channels. As with the ERGO Direkt video chat channel, the WhatsApp module has been added to the modular chat solution from optimise-it GmbH. From now on, service agents will receive WhatsApp requests in their agent console alongside normal chats. The service panel will provide them with access to all the features of online chat, including chat2phone, chat2mail or chat2chat. They will also be able to use all WhatsApp visual features such as smileys, images, videos, voice messages or locations for emotive communication.

Efficient and robust performance indicators
Two goals are paramount with the new WhatsApp channel: firstly processes that allow incoming requests to be handled efficiently and cost-effectively, and secondly the use of communication methods that are popular and accepted among the target audience. This new touchpoint will reach young audiences especially in the context of their interests, allowing them to contact the company from any location and at a time of their choosing.

Integration of the WhatsApp channel into Realperson Chat Suite from optimise-it GmbH means that the new avenue of communication is integrated with quality assurance, reporting and chat control.