When it comes to organizations that never stand still, constantly adapting and evolving to create better customer experiences, surely the name Ngern Tidlor must be on the list. From its beginning as a Vehicle Title Loans provider, Ngern Tidlor is now the most admired brand in the industry. In just six years after the initial expansion into the Insurance Brokerage Business in 2016, Ngern Tidlor has risen to become the second-largest insurance broker in Thailand.
Today, Ngern Tidlor wants to revolutionize the industry once more with
heygoody #beatthestandard, an online insurance broker catering to chat enthusiasts who favor messaging over phone calls.
Pakamon Tulyapizitchai, Senior Vice President of Digital Transformation, candidly shared the behind-the-scenes story of developing heygoody, which was born from keen observations of small yet significant customer behaviors, as well as seizing new opportunities in line with one of Ngern Tidlor’s core values, "Experiment to Lead Change".
The future of online insurance broker has emerged
At Ngern Tidlor, we emphasize providing the best possible service to our customers. Our dedication lies in developing an online insurance sales process that is user-friendly and most responsive to customers' needs. While we may not be perfect, but our team strives relentlessly every day to empower customers to manage their insurance independently. This is a significant stride in truly enhancing the online insurance purchasing experience. The heygoody brand is created and developed by our in-house teams, who not only collectively selected the brand name as "heygoody" (spelled in all lowercase English letters), but also crafted the logo, designed the website, and meticulously developed both the user experience (UX) and the user interface (UI).
The customer segment we want to focus on is the one with a consistent online shopping behavior. These are people who feel more comfortable doing things themselves through online channels than picking up the phone to contact a call center and waiting to speak to a representative. For those who are not comfortable sharing their personal information over the phone, heygoody is designed to specifically cater to this customer group by providing convenience and enhancing the efficiency of insurance management, allowing customers to have more control over their insurance.
Focusing on mass consumers who are familiar with using technology to access services
We understand the customer's perspective that purchasing insurance online with right information and right time can be challenging. Often, the terms and conditions provided in chat are difficult to comprehend, and it takes a long time for responses. Consequently, most of today’s online insurance products remain intricate, requiring customers to invest significant energy and time. Thus, we've revamped various processes to make them simpler in order to cater to customers who want to feel at ease when buying products from us.
Prefer Chat over Phone Call: For our customers who think that making calls is energy-draining compared to chatting, and sometimes don't necessarily need an immediate response but just want to leave a message to remind themselves of it, our team is always available to answer inquiries around the clock and offer assistance for any problem.
I WANT IT WHEN I WANT IT AND I WANT IT NOW: We know that customers in this segment prefer instant information via chat. To save them time from keyword searches on Google or scrolling Facebook, our service delivers the needed info when they want it, non-intrusively. We're here, ready for instant access whenever they need it.
Prefer Simplicity Over Complexity: We've consistently evolved to ensure our customers are served through a flexible process that matches their online shopping behavior. Our team is prepared to shoulder the complex task of delivering the finest customer experiences.
:) heygoody services
Online Shopping without Waiting for Callbacks: The heygoody platform prioritizes privacy. Recognizing that purchasing insurance shouldn't be complicated, we've designed a system that enables customers to independently shop for insurance by providing them with detailed information to compare. Additionally, they can choose up to 10 months of installments via credit cards or cash. This ensures that customers enjoy a seamless experience when buying insurance, free from any pressure.
Available 24/7:
www.heygoody.com is always ready to serve customers around the clock and prioritize customer convenience. Customers can be assured that we're always ready when they need us.
Chat Anytime. We Stay Up Late: Understanding our customers' preference for chat over call centers, our team is ready 24/7 to respond. We ensure no chat goes unanswered, recognizing insurance concepts can be complex. Count on us to explain and empower you for the next steps.
High Privacy and Security: Rest assured that all information, from transactions to personal data, will be stored and maintained within an encrypted system. Recognizing potential risks, we proactively invest in and prioritize Cyber Security systems.
How NTLers can help spread the word
Every NTLer plays a crucial role in demonstrating that our core values extend beyond words on paper, as we are walking the talk of our values, especially the "Experiment to Lead Change”. Through this, we’re setting new standards for the lending business and determined to revolutionize the insurance broker industry.
Spreading Awareness: Visit our
Facebook page: heygoody.com. Like and Share content that connects with you and could help your friends. This helps raise the profile of the heygoody brand.
Enhancing Insurance Accessibility: If you believe heygoody is a good match for you or someone you know, extend an invitation to become our customer.
Offering Suggestions and Feedback: Your constructive feedback keeps us on course in our mission to simplify insurance for all. It inspires us and reminds us that everyone is paying attention.
The launch of heygoody, an online insurance broker, is a significant testament to our relentless effort and dedication to meet the evolving needs of customers, new customer segments that we haven't focused on before. We’re placing emphasis on offering online sales that align with the preferences of today’s buyers with no pressure. Whether customers want to purchase at any time, from anywhere, or prefer to pay with cash or credit cards, we provide all options. This approach satisfies the preferences of many Thais, especially those who dislike making calls but prefer leaving a chat message.
We are confident that this innovation will not only enhance convenience in the insurance process but also strengthen our position as a trendsetter and leader in shaping new standards within this industry.
Lastly, if you want to get to know the heygoody team better and see us more, you can take a peek at our photos
here. We are incredibly excited to have the opportunity to learn and create new things on this platform. Despite limited budget, we’ve managed to innovate and bring something unique to the industry, building upon the insurance broker service we already have. We're grateful for the dedication and support from everyone throughout this journey of almost two years. This is another exciting journey apart from the development of the Ngern Tidlor app, as we aim for a future that's equipped with both technology and an ever-expanding customer base.
The team behind heygoody believes that we can make insurance simpler, more convenient, and easily accessible regardless of the era or customer segment. We place customers at the center of everything we do.
Let's join hands and move forward together.
heygoody Team