Use case: Health insurance
Description of the company:
A private medical insurance company based in the USA.
Their goal is to provide guidance and information, so their clients can choose the right insurance.
With the growing demand for affordable health insurance in the United States, this company launched an accessible option that covers the clients basic needs.
Deficiencies in customer service causing more complaints from customers
Before using Woztell, the company had no control over communications, and it was difficult to keep track of the conversations their agents had with customers.
As time went on, it became more and more difficult as most of their customers were looking to communicate via WhatsApp.
The company was receiving a lot of enquiries, and it was becoming difficult to follow up. Many customers were complaining that they were not receiving the requested information.
Automation of notifications and use of bulk messages
After they started to use Woztell, not only could they assign customer conversations to each of their agents, they were also able to start using templates on WhatsApp.
By using templates, they saved time by not having to constantly answer the same questions. This allowed the agents to be more efficient and answer more chats.
The customer waiting time decreased and with it the number of complaints.
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