Challenge

Business isn’t limited to transactions. We rely on human interactions. As the online facade of your company, you have to gather data about your users to try and mimic the same smiling, handshakes and polite pleasantries customers receive when they browse, ask for help, and purchase products. You also have to provide product guidance throughout the entire lifecycle in the form of onboarding, ongoing product use, renewal, and upgrading. In the insurance industry, we are dealing with complex products and we noticed that people with questions feel better if they are guided by a real person. 

Methodology

We created a chatbot with AI integration that has a different messages on different pages of the website, corresponding with different phased in the customer journey. The main goal of the AI function, is to reduce workload for the contact center and the helpdesk staff.

By reducing the amount of time spent on answering frequently asked questions, the helpdesk agents can invest their time in following up on leads and upselling on existing customers, which has a positive impact on the revenue.

We also use the chatbot to create more visibility around specific products and promotions for leads and clients who are visiting the website.

Results

There is a 12% increase in conversion rate of leads who have used the livechat in their customer journey.

We are able to analyse incoming questions, allowing us to give us a better view on the decision making process and the content gaps. We used this information to create an extended FAQ section and to feed the internal knowledge management tool to further reduce the workload of the customer contact center.

We increased the overall revenue via web with 2%.

Patrick Van den Broeck

Group Marketing Manager on WDP

“Execution trumps perfection.They have proven to be an excellent strategy sparring partner and they know how to deliver qualitative execution. Together we keep on lifting our marketing to the next level and achieve great results!”


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