Customer contact via WhatsApp for the insurance industry

When it comes to insurance topics, very many customers still attach great importance to competent and, above all, personal advice. At the same time, however, a lot is changing: the world is becoming more digital, and customers expect the same from their insurer or insurance broker. In order to be able to advise customers in the best possible and uncomplicated way even in the digital age, the right communication media are crucial. The younger generation is reluctant to pick up the phone, and e-mail is also becoming increasingly unpopular for communication. Open rates are in the basement, response times are long and sending documents via mail is often cumbersome. WhatsApp offers a modern alternative that is used by 60 million Germans every day.

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Advantages of customer communication via WhatsApp Business for the insurance industry

WhatsApp is a very personal communication channel through which you can offer your customers individual advice. From the conclusion of new contracts to claims - everything can be clarified quickly, easily and with reduced effort via WhatsApp.

In the event of a claim, policyholders can simply take photos with their smartphone and send them via WhatsApp. This can also be practical when taking out car insurance, for example: The current mileage is transmitted in seconds with a photo. WhatsApp supports all common file formats.

WhatsApp is also useful when collecting outstanding invoice amounts. Payment reminders via WhatsApp are more effective because customers in arrears often do not answer calls, and may not read letters or emails.

Customizable message templates enable insurance companies and brokers to respond to incoming customer inquiries in a highly efficient manner. Companies can also send out-of-office notifications should they ever be unavailable.

The uncomplicated exchange via WhatsApp and the personal support have a positive effect on the loyalty of your customers. Happy customers are more inclined to take up further insurance packages from the same company. And that means an increase in sales on your side!

If you use WhatsApp Business via Mateo's WhatsApp API interface, there are even quite a few more advantages: The usage is 100% GDPR compliant, which saves you from expensive warnings and severe legal penalties. You can also use WhatsApp newsletter marketing to increase your sales through upselling and cross-selling, and improve your reviews with automated review reminders to satisfied customers. Mateo lets you link many phone numbers, devices, and users to your WhatsApp business account. You can read about other benefits, such as the universal inbox, in the last chapter.

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WhatsApp and data protection: Is its use permissible?

Many companies already use WhatsApp to communicate with customers. However, this is often done in ways that do not comply with data protection regulations. For example, employees often use their private WhatsApp account or the WhatsApp business app to write to customers. Both are not data protection-compliant for several reasons.

In order to use WhatsApp in compliance with the GDPR, there is no way around the WhatsApp Business API introduced in 2018, a WhatsApp interface developed specifically for corporate communications that can be used via a partner such as Mateo. Communication via the WhatsApp Business API is end-to-end encrypted and cannot be viewed by anyone except the interlocutors themselves. All customer data is also stored on servers in Germany. This means that all data protection requirements are fulfilled so that WhatsApp can be used without any concerns whatsoever.

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WhatsApp vs. email: The advantages at a glance

WhatsApp is not only the number one communication channel for young people to chat with friends and family on a daily basis. Older people have also discovered WhatsApp for themselves by the millions. Communication via the medium is simple, fast and personal, but above all free of advertising. As a result, WhatsApp messages are seen and read almost 100% of the time. It's a completely different story with e-mail: Mailboxes are drowning in spam, mail accounts are overflowing with advertising. Many messages are no longer read at all or are simply lost among hundreds of newsletters and advertising messages. On both sides, this can lead to annoyance in communication: Customers may not receive important and time-critical information, and in the company you wonder why you don't get a response from the customer. With WhatsApp, you ensure that your messages are actually read and offer customers a personal contact medium to your company.

Reading tip: We have already written a detailed article for you on the topic of WhatsApp vs. e-mail newsletters.

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WhatsApp marketing for the insurance industry

WhatsApp can be used for more than just 1:1 communication. With Mateo, the messenger can also be used as a marketing channel. With a WhatsApp newsletter, you can integrate the channel into your online marketing and use it for customer acquisition. WhatsApp is also ideal for reactivating existing customers. With over 95% open rate, a WhatsApp newsletter is much more effective than its email counterpart. In addition, there is no spam folder, so messages are guaranteed to arrive and be read within a short time.

This example WhatsApp newsletter from an insurance broker shows how diverse the information you can send can be. Make sure you always offer your customers added value.

Interested? Book yourself a free, no-obligation demo appointment and learn more about Mateo and WhatsApp communication. Book here.

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Implement customer communication and existing customer marketing via WhatsApp with Mateo

Mateo's in-house software enables companies in the insurance industry to use WhatsApp in a GDPR-compliant, transparent and efficient manner. Complementing WhatsApp, the platform also bundles all other relevant channels such as Facebook Messenger, Instagram Chat, SMS and emails in a central inbox, facilitating coordination and communication between customers, employees and locations. Assessments can also be managed from one place.

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With Mateo's WhatsApp API connection, there are no limits to the number of users and devices per account from a technical perspective. We make sure that each of your employees gets an access to WhatsApp, if that's what you want. With Mateo, it is also possible to connect multiple phone numbers to the WhatsApp API. Even your existing landline number! This ensures fast and efficient processing of incoming requests. Different locations and mailboxes can also be managed.

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At Mateo, we are your messaging experts when it comes to customer communication. Dozens of companies in the insurance industry already use Mateo and are enthusiastic about it. Our customers particularly appreciate the following advantages of Mateo:

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Central user interface

In addition to WhatsApp Business API, Mateo bundles many other communication channels such as email, Instagram, SMS or Facebook Messenger in a central inbox. On the intuitive and clear user interface, you will find various helpful tools for particularly efficient customer communication. A web widget with the messaging channels you support is available for your customers for particularly easy contact.

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Custom Message Templates

Thanks to various message templates that can be created individually, the amount of paperwork is minimized and the efficiency of customer communication is increased. This means that personnel resources in the service area can be deployed elsewhere.

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With Mateo's WhatsApp API solution, newsletters can be sent in a GDPR-compliant manner. Due to the first-class open rate of 98% for WhatsApp messages, marketing can thus be carried out significantly better than via email or other channels.

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More positive Google reviews

With Mateo, you create a powerful customer experience. Mateo can automatically request online reviews from your customers. The more reviews you have, the better you will be found on Google, for example. Reviews also create trust in your company.

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Privacy

Mateo's messaging tool is compatible with all German and European legally binding data protection requirements. If necessary, the software will be revised accordingly in the event of any changes to the law. For absolutely secure customer communication, all WhatsApp messages are encrypted end-to-end. All info on the GDPR when using WhatsApp can be read in this article.

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Scalability for all company sizes

The scalability of the messaging tool has been confirmed by the large number of companies already using Mateo with a high level of satisfaction. Whether customers have just a few employees or many hundreds, the software works smoothly and, depending on the package, with an unlimited number of end devices, users and phone numbers. The fact that Mateo significantly reduces the workload in the customer service area opens up new growth opportunities for many companies.

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Low cost provider for WhatsApp Business API

With an entry-level price of just 79 euros per month, Mateo is a cost-effective provider for WhatsApp Business API solutions on the German market. Combined with the integration of additional communication channels and various helpful tools, Mateo offers excellent value for money. Mateo's personal customer support assists companies with every step of the integration, ensuring very low barriers to entry.