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Insurance Group reduces live contact by 50% and improves NPS

  • 90% of service questions via self-service 

  • 50% reduction in live contact 

  • 87% increase in NPS

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By considering what customers are trying to achieve, an insurance group decluttered its online service experience. It now focuses on self-service and only presents live channels to solve the most complicated customer questions and problems. This ensures that 90% of all customer conversations are dealt with automatically and that the company receives zero inbound calls. As a result, customer satisfaction has increased while service costs have decreased

DigitalCX helped us transform our customer service. We now run a stress free operation that keeps costs low and customers happy. By focusing on what customers are trying to achieve we now run an award winning service operation.”  


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Simon Foot - Sales Director, UK & Ireland
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