Intermittent customer communication
Scaling WhatsApp customer engagement
Customer wait time
First Response time
Agent onboarding time
SENS Group dedicates itself to create exceptional experiences for each client at every opportunity. It is an insurance company which aims at reinventing the world of personal insurance by doing everything they can for their clients. They provide all kinds of policies and retail products primarily focusing on cars, motorcycles, and home insurance.
Communicating with customers has always been their top priority. So, as the company grows its client portfolio, they need to ensure that every single operation followed by their employees has core values:
The organization grew and many branches blossomed. So, face to face events were hard to follow up by Customer success managers. The customers preferred a constant source of communication with the business.
As SENS Group’s support team was also growing, they needed software that could allow multiple agents to handle WhatsApp and software that could reduce their onboarding time.
The owners knew they needed to change the structure and the mindset in order to scale-up.
One of the solutions that SENS found, among the variety of Freshworks products, was Freshchat. SENS decided to start using this product once approved to use the WhatsApp integration
SENS believed that every time a customer reaches out to an insurance provider, they must receive instant responses. After acquiring the Freshchat- WhatsApp integration, SENS sends proactive messages to customers through WhatsApp. Proactive messages such as notifications and updates on contracts. This made it easier for customers to get quick support and receive important notifications through WhatsApp.
Proactively asking for customer’s feedback through WhatsApp was straightforward and customers could give their feedback immediately. Due to the increase in positive ratings, leads have started pouring in and sales have also been in increase.
SENS’s agents handle chats from 9 am - 10 pm on weekdays and 9 - 8 pm on weekends. The ability to support their customers for such long hours and with almost no wait time has been a major customer retention point, compared to their competitors.
Other strong features such as Intelli-Assign and Canned Responses have helped agents immensely. Initially, SENS’s agents could only help one customer at a time. But with Freshchat’s IntelliAssign, agents are classified based on their skill level and conversations are assigned accordingly. Now, a beginner agent connects with up to 3 people and an expert could handle up to 10 customers. And, Canned responses help give faster responses to customers.
“Since we started using WhatsApp with Freshchat, we can proudly say that our rating is 5.0 stars.”
Integrating with Freshdesk, Freshchat helped SENS create instant tickets. This helped the Back-office execute and resolve requests while the Front-Office receives, classifies and distributes all kinds of requests in quick and decisive attention.
In the future, SENS wishes to grow its support team by maximizing their team of 10 to 14-18 people.
In addition, they are looking forward to expanding their business to its neighboring countries such as Brazil, SENS desires to use Freshchat’s Live translate feature, which would make it easier for customers to communicate in a language they’re comfortable with.
Bots along with WhatsApp - Freshchat also play a major role in SENS’s upcoming years. Bots help in handling large volumes of customer chats by answering the repetitive questions and leaving the important ones to the agents.
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