Case Study: Affinity Insurance Provider boosts retention with Germain UX

Digital Experience Joint Actions Improve Retention

Germain UX partnered with Affinity Insurance Provider, an insurance firm serving electronics and telecom customers, to address its digital support challenges. The company needed to identify points of friction in its online customer support conversations and understand why clients were nearly canceling their subscriptions.

The solution involved implementing Germain's technology, including an online feedback popup, real-time alerts, and session replays. This allowed the provider to monitor support chats 24/7, identify at-risk subscribers in real-time, and provide context to its business, marketing, UX, and DevOps teams. As a result, Germain equipped the client to proactively improve user experience and enhance customer support quality, leading to an increase in customer retention.