Jakarta, May 9, 2016 – PT FWD Life Indonesia (“FWD Life”), a life insurance company, today launch its FWD 24/7 Digital Service, as part of the company's strategies to bring the next level of customers service that provides real-time service facilitated through LiveChat and Whatsapp Messenger. The 24/7 Digital Service is developed to fulfill inquiries both from individual and corporate customers, for information on policies, products, transaction process and claim related.
FWD Life President Director, Rudi Kamdani explained that this Company’s initiative aims to strengthen its digital ecosystem and complement our current customer service via phone line and email for a better and maximum service to customers.
“This service continues to be developed based on FWD Life’s understanding on increasing customers' needs especially for real time services. This is the most sensible solution to improve our digital services and inter-personal interaction, to get us closer and more accessible to our customers at any time,” Rudi Kamdani explained in Jakarta (9/5).
The FWD 24/7 Digital Service is supported by dedicated staff that are well equipped and competent in handling all of the quiries both from FWD Life customers and public. As the Company’s frontline, FWD 24/7 Digital Service is aimed to help the company create a positive perception and a different experience in dealing with insurance among its customers.
Rudi Kamdani explained that the Company’s interaction with both individual and corporate customers is influenced by several aspects, i.e. the Company’s prompt response, accurate data, friendly Customer Care (CC), 24-hour service, comprehensive information and orientation on solutions.
Aside from fulfilling the public’s needs, LiveChat will stimulate the public to become more critical and smart in utilizing interpersonal and intercorporate communication facilities, as well as create interaction which reflects the digital ecosystem. Through this service, FWD Life’s customer and public can obtain general information about FWD Life including its product, services and company programs.
Another digital channel that customers can use is Whatsapp via mobile phone number 0811 189 3910 (individual) and 0811 800 3900 (corporate) which caters to more specific and personal inquiries such as to data and information. The utilization of Whatsapp is in line with FWD Life’s commitment to applying an innovative approach that is relevant to the current lifestyle which supports the Company’s business, providing a different experience in dealing with insurance.
Based on Nielsen data from 2014, one of the applications most favored by Indonesians is Whatsapp; users spend an average of 6.2 minutes per day to communicate.1 Global data from Statista website also confirmed that the number of Whatsapp’s monthly active users has reached 1 billion users. This means, one out of seven people in the world uses the service.2
FWD Life New Website Provide Simple Language and Easy Navigation
Technically, the LiveChat facility can be accessed through FWD Life website www.fwd.co.id. The website of FWD Life, which applies customer-led approach, serves as the Company’s communication medium which represents FWD Life’s character as a life insurance provider that dares to be different. The FWD Life website features attractive visualizations; it represents a youthful public in their efforts to fulfill their passions without being concerned with future risks.
Rudi explained through the website, FWD Life aims to provide easy-to-understand, transparent and informative information with friendly and easy navigation, allowing stakeholders to access their need for product services and other benefits. In the new website, we use using simple language that public understand and can connect with. The most important is we present products simply by removing complex insurance jargon.
“FWD Life actively improves customer satisfaction level by continuously providing added value and improving the Company’s quality and performance. This is expected to build and strengthen customer trust and loyalty for a longer term. Furthermore, FWD Life’s creativity in providing services is in line with the company’s vision to change the way people feel about insurance. The shift in the modern society’s lifestyle becomes a passion for FWD Life to continue to innovate without boundaries, so the public can be connected and protected,” Rudi Kamdani closed.