Customer experience is key to any company’s success. And for a travel insurance provider, making sure customer questions and claims are followed up timely and effectively, is even more crucial. NPS or net promoter score is an essential business KPI for the insurance sector.
So, how do you activate a support team that has been using rather static communication methods? And how do you transform retroactive to proactive communication? The main goal? Align all agents and make sure all support channels provide the same messages. Our biggest challenge? Drastically decreasing time to resolution.
This wasn’t an easy challenge. Europ Assistance Belgium has over 25 highly-trained customer agents who are available 24/7. They are busy helping customers with urgent assistance requests, claims and general product-related questions and answer insurance broker’s questions too.