Infobip
Case Studies
Mutua Madrileña: Enhancing Customer Experience with WhatsApp Virtual Assistant
Overview
Mutua Madrileña: Enhancing Customer Experience with WhatsApp Virtual AssistantInfobip |
Infrastructure as a Service (IaaS) - Virtual Private Cloud Wearables - Virtual Reality Glasses, Headsets & Controllers | |
Automotive Finance & Insurance | |
Sales & Marketing | |
Usage-Based Insurance | |
Operational Impact
The integration of WhatsApp Business into Mutua Madrileña's existing systems resulted in improved customer experience and higher engagement across the board. The company was able to bring a brand-new channel to market in just three months. The service has been well-received by customers, as indicated by the high levels of channel re-use and NPS scores. The WhatsApp virtual assistant has become a favorite among customers, who use the channel to quickly address any queries or questions. As the service evolves, Mutua Madrileña plans to add more content to the channel based on customer needs. Future plans for the channel include requesting roadside assistance via WhatsApp automation, where Mutua Madrileña would then dispatch help as soon as possible. | |
Quantitative Benefit
Over 150,000 customers served through the WhatsApp virtual assistant | |
Managed over 486,000 interactions | |
Delivered a 90% success ratio in handling customer inquiries | |