Case Study: Premier Diversified Insurance and Financial Services achieves 200% increase in online form completion with eGain Cobrowse, Chat, and Click-to-Call

Premier Diversified Insurance and Financial Services Giant Ensures More Web Sales with Cobrowse, Chat, and Click to Call

A membership-based insurance and financial services organization with more than 20,000 employees, $150 billion in assets, and over 8 million members moved more business online but faced high abandonment rates. Members were getting lost on a busy site and complex multi-step forms, and phone/chat alone couldn’t prevent drop-offs while the company worked to maintain its reputation for stellar customer service.

The company deployed eGain Cobrowse, eGain Chat, and eGain ClicktoCall—integrated with Cisco Unified Contact Center Enterprise and Documentum—so agents could cobrowse, give real-time guidance, run site tours, use shared pointers and joint form-filling, and protect sensitive data with flexible rules. The result: 7,000 agents using the tools across 700+ pages, a jump in online form completion from 25% to 75% (a 200% increase), faster new-member onboarding, higher customer satisfaction, and reduced agent load.