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Insurance management in Zambia via cloud-based contact centre

Global cloud communications company Infobip has implemented a WhatsApp Business API solution for short-term insurance provider Hollard Insurance Zambia Limited (Hollard Insurance) to improve customer engagement in the region.

The implementation includes Infobip’s chatbot solution Answers’, and is supported by its newly launched offering, ‘Conversations’, a cloud-based contact centre solution.

Siani Malama, Head of Business Development at Hollard Insurance, says this is the first implementation of Infobip’s latest offering for the Southern African Development Community (SADC).

Infobip Senior Sales Manager, Andre Joubert.
Infobip Senior Sales Manager, Andre Joubert.

Infobip Senior Sales Manager, Andre Joubert, further explains, “In SADC, Hollard Insurance Zambia is the first client to utilise Conversations in conjunction with Answers which enables it to deliver seamless support to its customers. The solution also offers the ability for Hollard Insurance to build, test and deploy Artificial Intelligence (AI) and keyword-based chatbots. These chatbots are managed via Conversations, leaving Hollard’s agents with more time to focus on resolving complex queries in addition to monitoring all interactions exchanged between bot and customer in real-time.”

Malama adds that the company is excited to be the first insurer in the Zambian market to offer its 20 000-strong customer base the ability to communicate with it over WhatsApp.

“We want to be a trendsetter and use digital solutions to put our customer first. We are very excited about the Infobip offering, as it allows us to communicate frequently and transact with customers over their preferred channel, from the comfort of their home or office. This is our way of enabling more people to create and secure a better future,” says Malama.

The companies say the solution will enhance CX and ultimately reduce administrative costs for Hollard Insurance in the long-term by eliminating some manual processes.

Customers will have remote access to instantaneous customer care and a platform to manage their motor and home insurance at their convenience.

Malama continues, “Some of our functions, such as policies and policy schedules can now be completed digitally and therefore will no longer need to be printed. Here, the solution will enable us to send documentation via WhatsApp which will drive down administrative costs and increase customer convenience.”

Apart from currently providing customers with the ability to engage with the company on a self-service platform for FAQs and other conversations through the chatbot, Hollard Insurance is considering adding additional functionality to the platform in a phased approach.

“We are looking to introduce a sales channel where a customer can purchase motor and home insurance products from the comfort of their home via WhatsApp. This would be an end-to-end process from purchasing all the way through to payment. It will not happen overnight but is part of our digital roadmap for the future,” Malama concludes.

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