Case Study: Singlife achieves mobile-first, personalized customer service and doubles verified user onboarding with Twilio (WhatsApp Business API)

Singlife Brings The Personal Touch To Mobile-first Insurance With Twilio And Whatsapp

Singlife is a Singapore-based, mobile-first savings and protection company that built the Singlife Account to help customers manage insurance, savings, and wealth on their phones. As a young fintech offering fully digital insurance, Singlife faced the challenge of building trust and delivering advisor-level, mobile-friendly customer service that could handle complex product queries.

Singlife integrated Twilio’s Programmable Messaging and the WhatsApp Business API with its Salesforce omni-channel workflow to instantly identify customers, route conversations to the right agents, and maintain a continuous thread across reps. The result: a leaner, more efficient CX team, strong customer praise, smoother onboarding (WhatsApp interactions doubled the likelihood of becoming a verified user), and a scalable platform for future product expansion.

Singlife

Lara Truelove

Head of Customer Experience