Case Study: MMA Group achieves 35% web conversion and 20% increase in policies with Nuance Communications' live chat solution

Proactive/reactive chat to better guide MMA customers

MMA, a major French insurance cooperative serving consumers, businesses and local authorities, needed to boost online quotes and conversions (particularly for non-keyword traffic and during peak times) and improve website customer satisfaction. To complement its keyword-driven lead strategy, MMA selected Nuance Communications’ online engagement chat solution to provide real-time assistance to web visitors.

Nuance Communications implemented proactive and reactive live chat integrated with MMA’s Multichannel Consumer Contact Center so agents could engage at-risk visitors or respond on demand. The program drove measurable gains: a 35% conversion rate versus a 6–7% natural rate, a 20% increase in converting quotes to final policies, and over 70% visitor satisfaction—along with easy agent adoption and expansion to mobile.

MMA

Christophe Houzé

Head of Internet and Mobile