Improving customer experience through WhatsApp


Europ Assistance is rolling out the use of WhatsApp to improve customer experience, making life simpler for drivers and homeowners.

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The launch of the WhatsApp channel is part of Europ Assistance’s wider approach to customer experience. Europ Assistance is always looking to find ways to make the experience simpler and the adoption of this social platform follows on from the use of technology such as AI for voice calls, already embedded into assistance services in countries worldwide.

Brazil has been leading the adoption of this channel, with integration in the auto and home assistance services already in place. Today 1 out of 7 drivers use the WhatsApp channel just three months following the launch with 90% of those who have the service recommending it’s use.

For homeowners, with just one month of activity there has already seen double digit growth in usage and 94% of customers would recommend the service.

The service enables the customer to schedule services such as plumbers, craftsmen and locksmiths, and roadside assistance, including vehicle tracking through a secure, reliable service. There is also strict attention to privacy. All parties involved, including the user and WhatsApp consent to the usage of the conversations and are GDPR compliant.

This approach is now being expanded to further countries across the Group.

Virginie Babinet, Chief Transformation Officer:“Our culture is founded on Care. We want to be caring, available, reliable and easy to work with for our customers worldwide – and how better to do that than making use of everyday communication tools like WhatsApp? I’m excited by our customers reaction and we believe this positive experience will be shared worldwide.”

Máté Préda, Global Head of Digital Transformation:“The performance of our Brazilian WhatsApp channel is a proof of our digital strategy. We strongly believe that creating more communication options for our customer make us even more caring, available and easy to work with.”