Success Story –
Smile Insurances
With an increasing contact volume and more than 185,000 satisfied customers, guaranteeing excellent customer service at all times.
91% of calls answered and resolved and increased customer satisfaction due to eliminated waiting times
The digital direct insurance company Smile was facing increasing complaints about long waiting times on its hotline. To effectively address this issue and use resources more efficiently, the company made the decision to optimize its service center. For this purpose, virtualQ’s intelligent callback service was implemented.
virtualQ increased accessibility and enabled callback requests via the website, conserving resources and deploying employees more efficiently. Within a period of only 17 days, the standard software was put into operation without any disruption.
Challenge
- Due to high waiting times, Smile was facing a complaints increase
- Smile service centers were unable to conserve resources through synchronous and asynchronous management
- Smile did not want to sacrifice customers’ freedom of choice to call when they want to
Goal
- Eliminate complaints based on waiting time altogether
- Actively manage peaks using smart callback system
- Reduce manual agent work with automations
- Boost multi-experience by expanding channels with web widgets
Result
- 143,000 minutes of waiting time already saved in the first eleven months
- 91% connected and completed callbacks with virtualQ
- Waiting times eliminated with a positive effect on the CSAT
- Customer acceptance of the virtual wait and increased FAQs usage.
- Standard tool is online within a few days and running independently
Download the entire Success story of the Swiss Digital insurance Smile and virtualQ !
Ensure excellent customer service with virtualQ's multi-channel solution
As one of the largest online insurers in Switzerland and Austria, Smile relies on multi-experience to ensure excellent service. This was ensured by virtualQ’s multichannel offering. As such, not only AI, but also the web widget, were crucial to ensuring that the customers were always picked up at the right place.
A quick connection means low implementation effort
The seamless integration of virtualQ’s software enabled a rapid implementation and go-live in just 17 days. This proved to be extremely beneficial for Smile as initial successes were scored quickly.
With the help of virtualQ, customer queries can be handled in multiple languages
virtualQ categorizes the various requests into multiple languages and multiple categories. These are automatically forwarded to the right contact person at Smile. This way, even a multilingual customer base can be served competently.
