Infobip and Blue Partner to Modernise CX in Hong Kong
Infobip's Answers and Conversations solutions empower Blue to enhance customer engagement and streamline operations.
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Infobip, a global cloud communications platform, announced a strategic collaboration with Blue, the first digital life insurer in Hong Kong. Blue will utilise Infobip’s chatbot and omnichannel solutions to enhance digital customer experience, enabling Blue to provide its customers with simple, flexible and valuable insurance solutions.
Over the past six months, Blue has leveraged Infobip’s Answers and Conversations solutions to optimise lead generation, provide enhanced digital self-service capabilities, and streamline operations.
Building on the collaboration, Blue also recently introduced a new service via its chatbot that enables real-time product information and promotions on its website’s live chat and through WhatsApp. By integrating Infobip’s Answers, Blue’s customers can now engage in personalised conversations with Blue’s chatbot and receive instant access to tailored product information and promotions.
Driving Exponential Growth and Customer-Centric Innovation
Since its inception in 2018, Blue has been dedicated to harnessing technology to deliver insurance solutions that are simple, flexible, and valuable. Blue’s exceptional growth within the insurance industry is testament to its commitment to innovation and customer-centric strategies. With Annualised Premium Equivalent (APE) for the first half of 2023 nearly tripling compared to the same period last year, and the New Business Value (VNB) for the first quarter of 2023 rising by over 60%, Blue has established itself as a dynamic and forward-thinking company.
Seamlessly integrating into Blue’s customer acquisition and onboarding process, Infobip’s solutions have resulted in a significant expansion of Blue’s customer reach and engagement, doubling its previous metrics in just six months.
Charles Hung, CEO and Executive Director of Blue, commented, “Blue has been disrupting the traditional insurance market by unveiling a series of innovative, market-first insurance products and services. Infobip’s intuitive interface empowers our team to effortlessly manage and customise automation, optimising our marketing efforts. The dedicated support provides valuable insights, aligning automation strategies with our objectives. Through seamless integration, we’ve strengthened engagement and streamlined operations, which empowers us to continually enhance our services, ensuring the best experience for our valued customers.”
Elevating Customer Engagement with Advanced Chatbots and Omnichannel Solutions
Infobip’s Answers solution enables Blue to build, test, and deploy highly customised chatbots without requiring coding skills. In addition to providing bespoke recommendations, Blue’s chatbot also seamlessly supports customers throughout their application journey, automatically assigning customer inquiries to Blue’s customer service representatives, thereby improving both customer experience and operational efficiency.
Blue also benefits from Infobip’s Conversations solution, a cloud-based contact centre that facilitates contextual conversations with customers. By combining Conversations with Answers, Blue can create chatbots for different communication channels and automate instant responses to frequently asked questions, enabling Blue’s customer service representatives to focus on resolving more complex inquiries.
Partnering for Future Success
Dorothy Cheng, Business Lead at Infobip APAC, said, “We are delighted to partner with Blue and contribute to their remarkable business growth. The collaboration has been highly rewarding, and we value the opportunity to provide innovative solutions that enhance their customer experiences. We look forward to continuing this collaboration and delivering excellent services that drive their success in the dynamic insurance industry. Together, we will continue to shape the future of customer engagement.”
The collaboration between Infobip and Blue signifies a shared commitment to innovation and customer-centricity. Together, the companies are transforming the insurance industry by leveraging cutting-edge solutions that enhance customer engagement, streamline operations, and drive business growth.
