How WhatsApp is transforming customer service

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 app technology. There is an increasing trend towards businesses tapping into the benefits of...