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India’s Most Trusted Insurance Brand elevated CX with end-to-end WhatsApp Chatbot

About the Client

A leading insurance company that offers a range of life insurance products, including term insurance, savings and investment plans, child plans, retirement plans, and health insurance. The company has a presence in more than 300 cities in India and has over 33 million customers. They are committed to providing innovative and customer-centric insurance solutions to meet the evolving needs of its customers.


The customer faced several challenges, primarily attributable to the post-COVID era., including a decline in repeat customers and a decline in revenues resulting from low new sales and cross-sales. Another challenge that the customer faces is building a strong brand image in a highly competitive market, where they are contending with other established players. High cost of operating a customer care center also posed a challenge. Providing high-quality customer service is essential for retaining customers and building brand loyalty, but it can be expensive to maintain a customer care center with trained staff, infrastructure, and technology. To address this challenge, the customer needed to explore cost-effective solutions such as automation. Overall, it seems that the client requires a strong focus on customer engagement and service to address the challenges they are facing.


By bringing Mtalkz onboard, provided solutions to many client’s challenges in customer engagement and service. Mtalkz offers a variety of tools and features that help businesses improve their customer communication, streamline their customer service operations, and boost customer satisfaction. – By implementing Mtalkz’s automated messaging platform help client to send targeted messages for renewals, upsell and cross-sell to customers at the right time and in the right way, improving engagement while reducing costs. – The platform offers features like conversational chatbots that can handle routine customer inquiries and support requests, freeing up human agents to focus on more complex issues. This reduces operational costs of outbound customer call centre. – By giving relevant product recommendations, chatbot acts as a passive sales agent. It also collects customer information and feedback, increases personalisation helping build better customer relationships. – By implementing WhatsApp solution, online KYC was established. This led to faster reach and improved customer experience. – Segmentation on the customer database was achieved leading to increased customer retention and hence lower churn. With Mtalkz’s cost-effective messaging solutions, the client can efficiently manage their customer contacts and schedule messages, streamlining the communication process and providing a superior customer experience.

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