Jubilee adopts WhatsApp to communicate with clients
Jubilee Insurance Kenya CEO Patrick Tumbo. He says use of internet-based services will enable the firm serve clients better. Photo/Salaton Njau
Social media has become an integral way for corporations to interact with their audiences.
More often than not companies use Facebook and Twitter to publicise their events, the progress of projects and even answer consumer queries.
According to the Communications Authority of Kenya (CAK), Kenyans in the diaspora are calling home less often as they turn to free Internet apps such as WhatsApp and Skype to communicate with their friends and relatives.
With the speedy adoption of WhatsApp, more companies are seeking to use this more personalised form of contact.
Latest amongst them is Jubilee Insurance that recently launched dedicated lines for WhatsApp use in order to communicate with their customers.
In an interview with the Business Daily, Patrick Tumbo, Jubilee’s chief executive, noted that the use of the internet-based text service would enable the firm to better serve clients.
“In today’s world not everyone wants to call. Some want to text and send attachments, which can be done at the convenience of their handsets with WhatsApp,” he said.
The insurance company has dedicated a team to answer all queries received via WhatsApp, similar to what they do with their other online platforms.
“If the matter is simple customers will be able to get an immediate response but if it requires going through records, they will have their issues dealt with within 24 hours,” explained Mr Tumbo.
The use of WhatsApp will also allow users who constantly travel outside the country to keep in touch with the insurer without having to worry about tariff charges for long distance calls.
“When our clients have issues with their travel insurance and they are out of the country they can easily send a WhatsApp message for us to try and solve the issue from our end,” Mr Tumbo said.
The announcement by WhatsApp that it will introduce free voice call services in June will increase competition among telcos as well as offer companies a cheaper alternative way to communicate with their clients.
PAYE Tax Calculator
Note: The results are not exact but very close to the actual.
