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King Price WhatsApp: Using chatbots and live chat to grow sales

Imagine an insurance company that decreases monthly premiums as your asset ages and depreciates? That’s exactly what King Price Insurance offers its customers. King Price has become a staple in the South African insurance market since Gideon Galloway launched the company in 2012. The King Price kingdom was valued at R4.2 billion in 2019.

WhatsApp Insurance Sales

South Africans use mobile devices more than desktop devices to connect with peers, colleagues, and businesses. Of all the mobile apps, WhatsApp is South Africa’s favourite, beating social media giants Instagram and Facebook.

The WhatsApp Business API enables businesses to engage customers on an app used by 95% of all internet users in South Africa. This statistic has significant implications for insurance companies who need to deliver speedy and accurate assistance to their clients.

It also emphasises the opportunity for companies to improve customer communications, experience, and support with end-users on WhatsApp.

A graphic design of how customer can click from Facebook to the official King Price WhatsApp chatbot and sales channel.

King Price WhatsApp Solutions

King Price Insurance now use the Apex Live Chat platform and chatbot flow builder. These solutions enable customer conversations, reduced call centre traffic, and live sales support through WhatsApp Business and Facebook Messenger.

Instant insurance quoting

King Price now offers instant vehicle insurance quotes on WhatsApp using Apex chatbots. To receive a quote, potential customers only need to select the correct menu option and answer the automated questionnaire. A customer is then able to sign up for a policy without ever speaking to a human sales agent. Reducing call centre load and significantly decreasing the cost of acquiring a new customer.

The number of human interactions it takes to convert a lead is now dramatically reduced. Sales agents no longer have to provide manual insurance quotes because chatbots do it for them. This makes the quoting process easy and seamless. The King Price chatbot can also direct potential customers to sales agents if they select the ‘Call me back’ option.

Instant quotes through WhatsApp Business make it easy to exponentially improve lead generation and conversion. 

Real-time customer support 

The King Price customer service teams use Apex Live chat to orchestrate their support efforts. Live chat dashboards allow users to tag conversations and capture information for context when another agent engages a returning customer. Agents can now manage multiple customer conversations at the same time, increasing productivity and reducing customer resolution times.

King Price WhatsApp sales

The King Price WhatsApp chatbot can send automated quotes but it doesn’t stop there. There is also a call-back feature that alerts a support agent of a customer’s interest. Interestingly, these enquiries come in much greater volumes but produce the same sign-up rate as customers using the quoting chatbot. 

Results and Outcomes

The King Price Insurance WhatsApp chat sends and receives 60,000+ messages each month, has handled over 30,000 callback requests and has now registered over 40,00 unique customers to the WhatsApp chat.

On average, 23% of leads who receive an instant quote on WhatsApp purchase an insurance package. The average conversion rate for WhatsApp call-back quotes is 22%. King Price is using WhatsApp for Business to diversify its sales pipeline, optimise customer support, and increase the likelihood of a user taking up a product or policy.

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