Customer service is one of the cornerstones of success in the vast landscape of business operations. Every interaction — whether face-to-face, over the phone, or virtually — shapes the perception of a company in the eyes of its target market. Through enduring customer relationships, customer service can foster loyalty, advocacy, and sustained growth.
In line with its digital transformation journey, the biggest Filipino-owned stock life insurance company Cocolife is doubling down on its exceptional customer service by providing accessible customer support digitally with the unveiling of the Just Ask Live (JAL) Virtual Assistant.
At its core, the JAL Virtual Assistant serves as a reliable companion for Cocolife stakeholders, offering a direct channel for clients to seek assistance, interact with the company’s customer experience (CX) representatives, and promptly resolve their concerns.
“JAL was created to continuously let customers have a great customer journey virtually. JAL gives them personalized service and omnichannel customer experience. Providing video chat service is an essential step in creating seamless experience customers are looking for that results in customer satisfaction”, remarked Ms. Teresa R. Bose, assistant vice president and head of customer experience at Cocolife.
As the first-ever system of its kind in the country, JAL’s user-friendly interface and intuitive features offer maximum convenience to its users and add a human touch to its digital support system by giving concerned clients the option to video call or voice call one of Cocolife’s customer experience representatives.
The features enable Cocolife to foster authentic relationships and foster customer loyalty. By empowering their customer experience representatives through these interactions, Cocolife can establish genuine rapport and greater emotional connections with their clients.
“Our customer experience representatives are willing and ready to assist and give you a great customer experience,” Ms. Bose affirms.
The face-to-face dynamic in video calls, as well as direct interactions in voice chats, facilitates better communication between participants leading to a faster and more efficient way to address customer concerns.
“JAL is a technology that enables users to engage in a real-time conversation through the internet live,” Ms. Bose explained. “It can easily connect the customer and CX representative in real-time. It is a video chat that combines the power of visual and audio communication to create a more reliable interactive experience in real time.”
Moreover, JAL’s accessibility is a testament to Cocolife’s dedication to serving clients across diverse demographics. JAL is compatible with Google Chrome and needs only a minimum internet speed of 5MPBS, ensuring that customers can access support seamlessly, regardless of their location or device.
Furthermore, JAL’s webchat and video chat features require users to hold their phones or tablets horizontally to allow them to video chat, send messages, and attach files at the same time.
As Cocolife continues to blaze a trail in the Filipino insurance industry, its investment in pioneering technologies like JAL underscores its commitment to innovation, customer-centricity, and continuous improvement.
“In Cocolife, we are people-focused — both with how we service our customers and value our employees. We make it a point to provide the best possible servicing in the industry. From the time a customer purchases any of our products up to the time a claim has to be paid, we make it as convenient and efficient for them. Of course, they put their trust in us, so it is our mission to repay them for that trust,” Atty. Jose Martin A. Loon, President and CEO of Cocolife told BusinessWorld.
Through initiatives that prioritize customer satisfaction and engagement, Cocolife reaffirms its position as a leader in delivering unparalleled service experiences that resonate with clients on a personal level.
Just Ask Live (JAL) Virtual Assistant can be accessed through Cocolife’s website at https://crm.cocolife.com/webchat/customer/chat.
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