Case Study: CSS Insurance achieves 4x higher webchat conversion with Serviceware

CSS Insurance boosts webchat conversion 4x with Serviceware

CSS Insurance, a major Swiss health insurer, sought to become the digital benchmark in its market by providing a consistent and modern omnichannel customer experience. Their challenges included meeting high expectations for speed and simplicity while ensuring intelligent routing of inquiries based on language and availability. To address this, they partnered with Serviceware to implement an omnichannel support infrastructure.

Serviceware's solution for CSS Insurance included the integration of in-app messaging within the myCSS app and web chat functionality at selected digital touchpoints. This provided customers with flexible, personal support throughout their journey. The implementation resulted in a four times higher conversion rate via web chat and high customer satisfaction. Serviceware's platform also improved operational flexibility by using features like zip code routing to direct chats to employees with the correct language skills.

CSS Insurance