Traditional feedback methods like email surveys often get lost in the inbox, leaving you in the dark about your customers' true feelings. Instead of clunky emails or dreaded phone calls, WhatsApp surveys allow you to gather valuable feedback from your customers on their favourite chat app. 

In this blog post, we're diving into the world of WhatsApp surveys for insurance. We'll walk you through the different types of surveys and how to use them to gather feedback and boost your NPS.

Why WhatsApp surveys?

Sure, surveys help you understand what customers think. But WhatsApp surveys take it to the next level. They're not just about data; they're about building relationships and boosting customer satisfaction. Here's why:

• High response rates: People actually like using WhatsApp, so they're more likely to respond to surveys there compared to other channels. Policyholders can respond to surveys right from their phones. It's easier than filing a claim for a lost sock.

• Instant feedback: No more waiting days for email responses. WhatsApp delivers feedback in real-time, so you can act on it quickly.

• Personal touch: Conversational surveys feel more personal than formal questionnaires, leading to more honest and insightful responses.

• Improved NPS: By actively seeking and acting on feedback, you show customers you care, which can significantly improve your Net Promoter Score.

Cue lets you create and send surveys effortlessly through WhatsApp, whether you prefer automated chatbots and broadcasts or a more hands-on approach with live chat.

How to get feedback with WhatsApp surveys

Here's how to put WhatsApp surveys to work for your insurance business:

Send automated surveys with WhatsApp chatbots:

Insurance businesses can set up a chatbot to trigger surveys after specific interactions, like a claim submission or policy renewal. Then use WhatsApp surveys to gather feedback on the claims process and identify pain points and areas for improvement.

Send target surveys with WhatsApp broadcasts:

WhatsApp broadcasts allow you to send surveys to multiple policyholders at the same time. These broadcasts can either include an external link to an external survey, or you can include interactive WhatsApp buttons that initiate the survey directly within the chat itself. 

Insurance businesses can use WhatsApp broadcasts to send different surveys to different policyholders at the same time. 

Example (WhatsApp Buttons)

Broadcast: "At Royal Insurance, we're always looking to improve our service. 👑As a valued home insurance customer, we'd love to hear your thoughts on our recent home protection initiatives. Could you spare 2 minutes for a quick survey? [Start Survey]

Example (External URL)

Broadcast: We hope your Audi A5 is running smoothly! 🚗At Royal Insurance, we're gearing up to introduce new features to our car insurance policies. As one of our trusted drivers, we'd love your opinion. Would you mind taking a quick 3-question survey about your car insurance experience? Click here to start the survey: royalinsurance.co/survey/

Real-time feedback with WhatsApp live chat 

Live chat agents can collect feedback manually during or after real-time conversations. After resolving a customer's query, an agent can send an external link via WhatsApp live chat to a quick feedback survey, or they can transfer the chat to a WhatsApp chatbot directly within the same chat.

Insurance Surveys on WhatsApp using menu's

Insurance survey links via WhatsApp live chat

Best practices for boosting customer service in insurance

By leveraging WhatsApp, insurers can significantly improve their customer satisfaction score (CSAT) and customer effort score (CES). Here are some best practices to consider:

Personalise interactions

• Chatbots: Use customer data to personalise chatbot greetings and responses, creating a more tailored, personal experience.

• Live chat: Train agents to address customers by name and reference their policy details for a more personalised interaction.

• Broadcasts: Segment your audience and tailor broadcast messages to specific policies, customer needs and preferences.

Personalisation can significantly improve customer satisfaction scores as customers feel valued and understood.

Prioritise speed and efficiency:

• Chatbots: Reduce wait times and allow customers to help themselves when they want to by automating responses to common inquiries. 

• Live chat: Ensure adequate staffing during peak hours to minimise response times and keep customers engaged.

• Broadcasts: Use broadcasts to proactively share important information or updates, reducing the need for customers to reach out for assistance.

Quick response times and efficient service can lead to higher CSAT scores and lower customer effort scores (CES), indicating a smoother customer journey.

Offer proactive support:

• Chatbots: Use chatbots to proactively offer assistance based on customer behaviour or policy milestones (e.g., renewal reminders, and claim status updates).

• Live chat: Empower agents to anticipate customer needs and offer solutions before they become problems.

• Broadcasts: Send helpful tips, educational content, or relevant policy information to keep customers informed and engaged.

Proactive support shows your commitment to customer well-being, leading to higher satisfaction and loyalty.

Get better feedback with WhatsApp surveys

WhatsApp surveys are the future of customer feedback, especially in the insurance industry. By tapping into it, you'll gain a deeper understanding of your customers, and improve NPS and satisfaction. Cue can help you create engaging, effective WhatsApp surveys that deliver actionable insights. Book a demo today.