Dealing with customers with instant messaging

In a pilot project which is scheduled to run for four months, AXA Winterthur, ewz, and Swiss Federal Railways teamed up with Smoope GmbH to offer their customers an additional mobile communication channel. This startup developed a B2C messaging solution that connects companies with their customers through a mobile app. They can use the instant messenger service on their smartphone to contact companies in order to get general information, individual advice, give feedback, share files, etc.

Claudia Bienentreu, innovation manager at AXA Winterthur, agrees: Customer centricity is very important to us. Our stakeholders use many communication channels, and we need to adapt our services accordingly. A year ago, AXA Winterthur has decided to create the Service Lab in order to test innovative solutions with customers and eventually launch them.