Pilot project: WhatsApp as a servicing tool for our members

WhatsApp is the most-used messenger app in the world today. Messaging is not only the globally preferred communication tool for the largest consumer group on the planet (Millennials), it has clearly embedded itself into our daily life in South Africa. WhatsApp holds an 88% market share, far above all other social and messaging platforms across all age groups in South Africa.

You, our members, asked us to include WhatsApp as a servicing tool. Sending and receiving messages to/from our service team via WhatsApp could be an alternative to calling the call centre. And why not? WhatsApp is an easy-to-use, private and secure channel, which will enable our members to chat to our service team in real time.

If you are interested in being a participant in this pilot project, please apply to member@angloms.co.za, using ‘WhatsApp Pilot’ in the subject line, and the service team will consider including you in the pilot project. You are an ideal candidate if:

- you possess a smartphone with data access (at your cost)
- you are experienced in using WhatsApp
- have a certain frequency of claims and/or communication needs with the Scheme
- you are interested in helping us improve Scheme communication and have patience and understanding that this pilot is not a final, proven communication process yet.

We cannot promise that the Scheme will roll out this communication tool for all members in the future, as it depends on the success of the pilot and your participation and interest in it, but we are certainly listening to your requests and are very excited about this new initiative.