One-stop Customer Service System
Centralised management of omni-channel messages from WhatsApp, FB, IG, LINE, WeChat to website live chat.
message read rate
enquires handled by automated Chatbot
message delivery rate
Established in 2001, Hong Kong Life Insurance Limited (“Hong Kong Life”) was founded by five local financial institutions including Asia Insurance Company Limited, Chong Hing Bank Limited, CMB Wing Lung Bank Limited, OCBC Bank (Hong Kong) Limited and Shanghai Commercial Bank Limited, offering an integrated one-stop insurance and financial planning solutions to its customers.
Partnered with Omnichat, Hong Kong Life has created a more cohesive customer journey. This enhancement not only optimises the customer service standard, but also offers a more personalised experience on customers’ digital journey.
WhatsApp Business solutions enhance the efficiency of customer services, with the automated chatbot handling over 90% of general enquiries, it allows our team to focus on marketing work and nurturing deeper customer relationships.
Through Omnichat, Hong Kong Life successfully leveraged the Meta-verified official WhatsApp Business account, establishing a trustworthy digital communication channel that ensures both brand credibility and information security.
By utilising the targeted WhatsApp broadcasts, featuring the latest product and customer offers, Hong Kong Life has achieved a 90% successful delivery rate.
The strategic Call-to-Action buttons on WhatsApp has further amplified the engagement levels. Building a database of potential customers through the interactions on WhatsApp, Hong Kong Life gained valuable customer data and contact information.
The intuitive menu-based interface supported by Chatbot, with automated replies providing immediate responses to customer enquiries, highly enhances customer satisfaction, saving manpower and allowing the team focus on developing and executing promotional strategies and campaigns.
Leveraging the growing database of potential customers to deliver targeted marketing broadcasts, Hong Kong Life’s campaigns have recorded a remarkable 70% read rate, substantially boosting business conversions.
Centralised management of omni-channel messages from WhatsApp, FB, IG, LINE, WeChat to website live chat.
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