Close on the heels of National Australia Bank offering Whatsapp service, Bupa switched on Whatsapp support channel for its customers. Bupa customers will be able to avoid waiting on hold when calling the contact centre, following the launch of an easy to use WhatsApp messaging channel that customers can select instead of waiting on the telephone.
Developed in partnership with LivePerson, this solution represents the first time in Asia-Pacific that diversion to WhatsApp via Interactive Voice Response (IVR) has been made available for public use. Previously, companies were only able to divert customers to SMS.
The service means customers who are on hold will be given the option to communicate in a secure WhatsApp messaging channel with a real person and enjoy the same level of expertise they would receive over the phone.
National Australia Bank recently offered its customers the Whatsapp service channel supported by a bot. The support channel was launched along with other features to improve customer experience.
It comes at a time when more customers are calling contact centres due to temporary Bupa retail store closures as a result of COVID-19.
Daryl Niemandt, Bupa’s Director of Customer Service, said being able to choose WhatsApp messaging instead of waiting to speak to a customer service team member on the phone will be extremely useful for customers during peak periods such as tax-time.
At a time when Australian unemployment numbers are increasing, in a piece of heartening news, Bupa revealed “bolstering the numbers of messaging agents” and “delivered specialised training on WhatsApp customer service delivery”. Upskilling our team is a key element in developing Bupa’s Contact Centre of the Future.
“Initial results have been extremely promising with customers appreciating the freedom to multi-task while having their enquiry resolved quickly and effectively over the message,” Ms Niemandt said.
“With customer appetite for using the service growing steadily, our intent is to open this up to 100 per cent as soon as possible. We are extremely excited about the possibilities,” Ms Niemandt said.
This announcement comes after Bupa launched its Automation Innovation Academy in March which aims to embed new AI and automation technologies into its business.
