About client
The client is a leading InsurTech platform to purchase life and general insurance products. The client focuses on introducing and delivering value-based, innovative, and competitive solutions for their customers.
Challenges
Our client reached out to us with the following three pain points –
- Dropping levels of digital engagement amongst customers and partners
- Prolonged website navigation to access required information resulted in a low customer satisfaction score and high churn rate
- Huge volumes of process-related queries affected the agent & customer support team productivity
As a result of all the above challenges, digital sales were impacted
Solution
Engagely.ai proposed and implemented the following integrated solution –
- WhatsApp bot – Engagely.ai’s AI-powered bot helped the client in delivering a smooth and round the clock availability service, on a channel which was easily accessible to their customers
- Live Chat – In some cases a customer insists on talking to a live agent. Thus providing a live bot integration increased the customer experience and engagement drastically, and finding information became quick and easier.
- The bot was built on Engagely.ai’s No-Code Conversational Platform. Using a pre-built model for insurance, Engagely.ai enabled the team to easily onboard and amend new use cases without any coding.
- The deployment took only 2 weeks’ time
Akshada Benke
Senior content developer- Marketing
Akshada Benke is a content marketer at engagely.ai with more than twelve years of experience in digital content marketing field. She describes herself as a Philomath. She is confident & professional in developing strong consumer-insights driven goals to build brand and relationships.
Benefits
Increase in sales – With better engagement, client saw an uplift of 10% in the sales through digital channels.
Reduction in Queries – 50% of the queries were automated.
Increase CSAT & NPS – Owing to the conversational AI platform, there was a 15% increase in the Customer CSAT post-implementation.
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