Gartner Research

Manulife Uses WeChat to Improve Customer Experience

Published: 20 January 2017

ID: G00319644

Analyst(s): Sandy Shen

Summary

Manulife China's focus on customer experience is key to the success of its WeChat projects for policy issuance and claim services. Application leaders supporting digital commerce and CRM should learn how to make offerings work in WeChat and others such as WhatsApp, LINE and Facebook Messenger.

Table Of Contents

Analysis

  • Set Customer Experience Targets When Designing the Service
  • Optimize Processes to Support Faster Responses
  • Develop Solutions That Ensure Fast Responses and Data Security
  • Set up Cross-functional Teams With Overseeing Mechanisms

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