Case Study: Croatia Osiguranje achieves faster customer resolution with Infobip

Croatia Osiguranje Decreased time to resolution by providing customer service through chat apps

Croatia Osiguranje wanted to digitalize customer service communication and reduce time to resolution by adding chat apps to its support mix. Working with Infobip, the company used the Conversations API to bring WhatsApp, Viber, and Facebook Messenger into customer service, supporting its digital transformation through the new brand Laqo.

Infobip implemented the chat-based service channels so agents could manage multiple conversations across customers’ preferred apps more efficiently. The result was faster resolution, higher agent satisfaction, and improved customer feedback, including an average CSAT score of 4.7 and 50% of users leaving positive reviews.

Croatia Osiguranje

Ana Zovko

Chief Digital Officer