A 24-hour customer service that creates even more convenience and agility for customers. This is how SulAmérica classifies its service through WhatsApp, which already answers more than 50 types of questions in the health, dental, life and pension segments.
In line with the company’s strategy of offering the best experience to its customers through technological innovation, service through the messaging application is carried out by cognitive processes, which take advantage of the knowledge acquired from more than one million calls in the last year. to ensure greater assertiveness.
With the adoption of these processes, it is possible to know the most common doubts and offer the best answers, including duplicate orders, information and prior reimbursement, search for a referenced medical network, in addition to information about services, such as the Physician on the Screen , and status of home delivery of immunobiological and oral chemotherapy drugs.
“In the world with information overload in which we live, the consumer is increasingly demanding and well informed, valuing companies that offer the best buying and after-sales journey, with agile, personalized service and on the most convenient platforms for them” , explains Marco Antunes, SulAmérica’s vice president of operations.
Technology and innovation initiatives have gained increasing importance in SulAmérica’s strategy and digital transformation process. Since the beginning of the alert for COVID-19, SulAmérica has been taking a series of measures to care for people, prioritizing the safety of beneficiaries, employees and partners without losing the quality, privacy and agility of services.
With this focus, the company expanded its services to facilitate remote service and communication during the pandemic. Among them is the creation of the 0800 and WhatsApp channels exclusively for coronavirus care, with unlimited access for Health and Dental beneficiaries. In addition, SulAmérica created a chatbot on its WhatsApp channel (11 3004-9723), in which customers can make a health assessment to check the risk of having contracted COVID-19 and receive reliable guidance.
The company also launched exclusive hotsites for brokers and beneficiaries with all the necessary information for business continuity and assistance in a different format, totally digital, during the period of social distance. The company’s digital initiatives also provide medical and psychological assistance at a distance, 24 hours a day, 7 days a week, through the SulAmérica Saúde application.
These and other innovations from SulAmérica will be presented in more detail during CQCS Insurtech & Inovação 2020. The insurance innovation meeting will take place between November 23 and 24, at the Pro Magno Centro de Eventos, in São Paulo. To learn more, visit www.cqcsinsurtech.com.br.