Case Study: Mercury Insurance achieves 3x more engagements, 12% faster handle times and a perfect 5.0 CSAT with Glia

Increases efficiency and decreases handle times with Live Observation and CoBrowsing

Mercury Insurance, a Los Angeles–based leader in auto and home insurance, was struggling with rising digital interaction volume and friction as agents and underwriters spent too much time verbally guiding customers through online forms. To give customers choice and clarity in their channel of choice, Mercury implemented Glia’s Digital Customer Service (DCS) solution, including Live Observation and CoBrowsing, to eliminate on-screen ambiguity and improve agent productivity.

Using Glia’s DCS platform, Mercury replaced its underperforming chat tool and began using Live Observation and CoBrowsing to get on the same page with customers, proactively guide them, and handle multiple chats concurrently. The result: a 3x increase in chat adoption, a 12% reduction in average handle time, and CSAT rising from 4.6 to 5.0 in three months, plus improved agent satisfaction and uninterrupted service continuity during remote work transitions.

Mercury Insurance

Kevin Bailey

Director of Underwriting Research and Innovation