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Earlier this year, our client Budget Direct Insurance Singapore launched a 24-hour emergency assistance web-app. The web-app was created and designed by none other than Across Asia Assist.
As an assistance provider, we take it upon ourselves to bridge the gap between our clients and their customers. It didn’t take a word more for Budget Direct Insurance to see how this web-app fits perfectly into their customer-centric proposition for a digital business. Named “247 Assistance”, the web-app allows their customers to get immediate response without having to go through the traditional way of contacting the call centre or being put on hold listening to IVR. Whether it’s for an emergency or non-emergency request, 247 Assistance serves to attend to every little inquiry at any time.
Since the launch, we’re seeing more user engagement through the app. Budget Direct Insurance customers have since utilized the web-app to seek emergency assistance and even non-urgent enquiries as they can just text us any time on our live-chat platform. Yes, even at 3:00am.
Just the other day, we had a customer who is working overseas but his vehicle (driven by his friend) had a breakdown in Singapore. He activated Budget Direct Emergency Assist for Roadside Assistance through the web-app and the entire communication was done through the live-chat platform. Not a single roaming call required!
The customer was amazed and grateful as he didn’t expect a towing request done remotely could be so smooth and easy.
This is possible because users of our web-app are able to view live status of the case from the time they are notified that a tow truck has been despatched, to the time the vehicle has reached the workshop.
Apart from Roadside Assistance, the web-app is also designed for Travel Assistance. With travel assistance, access to easy communication is crucial. Here we are referring to customers who are injured or fell ill during their travel overseas and/or hospitalized in a foreign country. They already have 101 items to worry about and the last thing they want as a burden would be high roaming charges incurred from having to communicate with their insurer’s emergency assistance team. Through the 247 Assistance Live Chat, we are there for our customers with just a click of a button. No chatbot is used as we believe chatbot cannot replace the human touch required when dealing with customers in distress.
Quoting Simon Birch, Budget Direct Insurance CEO, the 247 Assistance is free, it is an additional channel that makes it faster and easier to seek help, and with peace of mind.
Click on the link below to find out more about Budget Direct Insurance: