Case Study: Major Global Insurer achieves 150% improvement in online chat-to-bind conversion rate with Glia

How a major global insurer took their chat to the next level

Major Global Insurer faced low online conversion and a clunky, context‑poor chat experience that forced customers to switch channels and frustrated agents. Seeking a more modern, guided digital experience, the insurer replaced its basic chat with Glia to better meet customer demand for online and on‑the‑go interactions.

Glia was deployed enterprise‑wide, using its Overseer business logic engine plus Observation and CoBrowsing to give agents full context and enable proactive, hands‑on engagement. The results were dramatic: Glia lifted the chat‑to‑bind rate from 3.3% (traditional chat) to 8.2% (an overall 150% improvement), and reached 13.2% when Glia chat and CoBrowsing were combined—about a 300% improvement versus pre‑SaleMove performance.