Success stories
< Back to the blog
Insurers are facing an increasingly competitive market due to several factors (multiplication of the offer, new 100% digital players, Hamon law). At the same time, customers have fully integrated digital technology into their day-to-day consumption patterns. To stand out from the crowd, customer relations are becoming the key to building loyalty and retaining future policyholders.
According to a study by management consultancy Siltéa, digital is a strategic objective for almost 80% of the 43 insurers surveyed.
In this context, the visual IVR is a tool that enhances the user experience and makes digital investments profitable.
During a phone call, the client is automatically geolocated through their smartphone. The phone number allows for the identification of the concerned vehicle.
If the request is not eligible (outside the area, service not included), the call is routed to the options to follow depending on the case (redirection to another provider, upsell, etc.). If the request is eligible, the client can choose to continue their request digitally or through the contact channel of their choice.
During a phone call, the call number allows for identifying the concerned file number.
Depending on the situation, the client can receive the status of the file via SMS or email without any effort of identification.
They can at any time choose to continue their request through the contact channel of their choice.
During a phone call, the call number allows for identifying the associated contract type.
The client selects the concerned item and can then make their pre-claim through a simplified form.
They can at any time decide to continue their request through the contact channel of their choice.
