Taking the stress and cost out of roadside assistance
Hubtype helped one of Spain’s leading insurance companies automate roadside assistance requests through WhatsApp, reduce calls by almost 50%, and increase CSAT to 9.2/10.
CALL REDUCATION
CHURN REDUCATION
Background
When customers are in need of roadside assistance, they’re often already frustrated. No one likes to be stuck on the side of a highway with a flat tire or engine trouble. So when they call for help, it’s important that the experience doesn’t add to that frustration.
Challenge
Before partnering with Hubtype, customers that called our client for roadside assistance were required to wait on the phone for an agent and describe the situation in great detail. They had to describe the damage to the car, try to guess their location, and share other key details to get the help they needed.
Opportunity
Our client recognized that this experience required a lot of customer effort and that there were a lot of opportunities for improvement.
Project objectives
Reduce case management time
Increase customer satisfaction scores
Create a smoother experience from a single channel
Reduce incoming calls by promoting self-serve
Tailored design solution
Messaging app experiences
Hubtype helps enterprise companies build experiences on messaging apps, like WhatsApp, Facebook Messenger, Instagram, and Viber. In this case, our client chose to use WhatsApp, as it has more than 90% market penetration in Spain.
Why WhatsApp?
In addition to its market penetration, WhatsApp also offers key features that make it the best fit for this use case. For example, customers can easily share photos of their vehicle damage, instead of explaining it verbally. They can also use WhatsApp’s instant location-sharing feature, which reduces handling time and increase location accuracy for assistance teams.
Automated reports & live support
Our client was also able to fully automate the related incident reports and connect customers with live agents when needed.
The results of our collaboration
Cost reduction
In just one year, more than 5,000 people had already requested assistance through WhatsApp. When an assistance service is requested digitally, it is 100% automated (from the creation of the file to the assignment of the first resources to provide assistance). This has resulted in significant cost savings.
Customer satisfaction
The focus on frictionless claims and assistance has had a huge impact on customer satisfaction. Because customers don’t have to hop between the website and phone to report incidents, cases get resolved faster and customers are more satisfied.
Reduce incoming calls
The WhatsApp chatbot was able to provide automatic answers to the most common questions and provide customers the option to choose WhatsApp. This meant that more customers were happy to go with the messaging channel, which is much more cost-effective to operate.
The assistance program on WhatsApp is one of our best-rated services for its quality.
Unlock the full potential of FAQ automation
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Join the leaders of the insurance
If you need a fast, efficient overhaul of your customer service operations, Hubtype is the partner you’ve been looking for. Book a demo today to see how we can transform your business.