Case Study: a.s.r. increases NPS and chatbot resolution with CM.com

a.s.r. boosts NPS by 40 points with CM.com

a.s.r. faced a significant challenge in serving the digital generation, with 50% of its online visitors unable to find answers, leading to customer dissatisfaction and an increased call volume. To address this, they partnered with CM.com to radically transform their website and customer engagement strategy using a chatbot solution.

CM.com implemented a conversational chatbot to replace the disarrayed website, providing reactive and proactive dialogues. This solution led to an 85% success rate in visitors finding answers, a 40-point increase in NPS, and a reduction in waste calls. The implementation provided a.s.r. with valuable customer insights in near real-time and helped reduce organizational silos.

A.S.R