Vitality's Matthew Dijkstra on the potential for WhatsApp to revolutionise the customer service experience
In the highly competitive insurance market, providing good customer service is not good enough anymore, and providing exceptional experiences is now seen a vital part of the sales and retention journey. The tectonic shift towards social media has transformed communications with apps like Facebook Messenger, Twitter and WhatsApp being adopted in ever increasing numbers for consumer conversations. However, the sands are shifting yet again as customers are opting for private over public social media...
'Fair, inclusive, safe and supportive'
'Difficult transition period'
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