Case Study: a leading insurance group reduces live customer contacts by 50% with CX Company

How a leading Insurance group reduced 50% of live customer contact with intelligent selfservice

A leading insurance group was facing significant challenges as its growing customer base increased pressure on its service operations. Rising costs, slow response times of up to 10 days, and declining customer satisfaction highlighted the need for a scalable solution. To address this, they partnered with vendor CX Company to implement their DigitalCX service, focusing on intelligent self-service to streamline customer interactions.

CX Company's solution involved implementing a DigitalCX-powered self-service portal that became the first point of contact, automatically answering customer questions. Live channels like phone support were only presented in specific, complex situations. This strategy reduced the insurer's total live customer contacts by 50%, with over 90% of all questions now handled automatically. Consequently, the customer's Net Promoter Score (NPS) improved significantly from +7 to +13, demonstrating enhanced efficiency and a much better customer experience.