Atlas Insurance's chat facility on atlas.com.mt has recently surpassed the 15,000 chat. Since its introduction in 2012, the chat facility continued to grow in popularity with customers who find it particularly easy to enquire about insurance products and services.
On average Atlas receives 425 chat requests per month, with the most popular queries being related to health claims and other personal insurance like motor or home. Those that log onto Atlas Chat will be asked which category of insurance they are interested in, to direct them to the correct representative for a more efficient interaction.
"When first launched, the aim was to provide customers with a new way to interact with us, to enhance their experience by making it more convenient. Through Atlas Chat, customers can speak to our representatives and receive instant replies," said Keith Tanti, manager Branches and Intermediaries. "Today, a few years down the line, we consider Atlas Chat as our tenth branch, although a virtual one."
When sorting out their insurance needs, customers still prefer interacting with a member of staff, rather than going completely digital. "With this in mind, we make an effort to include the element of personal interaction in everything we do," said Mr Tanti.
Through Atlas Chat, representatives from all business classes, including motor insurance, motor claims, health insurance and health claims, as well as general queries are available to interact with clients. Customers can also receive guidance on our other e-services.
"We are proud that Atlas was the first insurance company in Malta to introduce this service for clients. It is part of our customer care strategy to find new ways to assure our clients that we are here when they need us. And the positive feedback we are receiving encourages staff to offer the best service they can," added Mr Tanti.
"The vast majority of clients who leave feedback after their chat session comment on receiving prompt and helpful answers and that the service is an efficient, useful and easy to use system to contact Atlas representatives," concluded Mr Tanti.