Case Study: Waliceo achieves 89% customer satisfaction and accessible sign-language video and chat support with iAdvize

Waliceo Health Insurance offers customer service via video chat, a channel much appreciated by its customers with hearing difficulties

Waliceo, a branch of the ADREA health insurance group, offers a specialised online service for deaf and hard-of-hearing customers. With a 100% online business model and a commitment to accessibility, Waliceo needed a simple, reliable way to provide real-time support in sign language after its previous solution proved cumbersome.

Waliceo implemented iAdvize’s Click to Video and Click to Chat, staffing a dedicated team including a sign-language agent to handle video contacts and follow up via chat for detailed information. Since launch in September 2014 the service has handled 92 Click to Video contacts with an average handling time of 7m06 and achieved an 89% satisfaction rate for real-time Chat, Call and Video support.

Waliceo

Cécile Mazel

Head of Marketing