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.
"The assistance program on WhatsApp is one of our best-rated services for its quality."
- Senior Customer Service Manager
This client is one of the oldest vehicle insurers and roadside assistance companies in Spain. Currently, they manage over 500,000 insurance policies and helps with over 1.1 million insurance assistance cases a year.Its customer service team prides itself on offering high-quality, 24-hour assistance for mechanical and roadside assistance to its loyal customers.
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.
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.
Our client was also able to fully automate the related incident reports and connect customers with live agents when needed.
Resolve questions 5x faster
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.
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.
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.