Case Study: a leading insurance company achieves faster customer self-service with CX Company

How an insurance company achieves customer driven digitalisation via its chatbot

A leading insurance company faced a significant challenge in its digital customer service, as half of its website visitors were unable to find answers to their questions, leading to high call volumes and customer dissatisfaction. To better serve its customers, the company partnered with CX Company and leveraged its DigitalCX platform to build a conversational chatbot to transform its online experience.

CX Company implemented a solution that replaced the disjointed website with a user-friendly chatbot capable of handling a wide range of customer inquiries. The results were highly successful, with 85% of visitors now finding answers through the chatbot and the Net Promoter Score (NPS) increasing by 40 points. This also led to a reduction in unnecessary calls and helped break down organizational silos, providing the company with valuable, real-time customer insight.