Case Study: Medical Defence Union reduces application drop-off with Talkative

The MDU use Talkative's live chat and cobrowse solution to assist its members by offering quality support and advice instantly

The Medical Defence Union (MDU), the UK’s leading medical defence organization, was struggling to keep up with very high volumes of website enquiries and membership applications. Because many applications needed specialist advice, wait times grew and some applicants dropped off, so MDU turned to Talkative and its live chat, cobrowse, and chatbot capabilities to improve the digital application experience while integrating with its existing Mitel systems.

Talkative implemented live chat across application pages, cobrowse for secure on-screen guidance, a chatbot with intelligent hand-off to advisors, and variable data retention to support privacy requirements. As a result, MDU reduced application drop-off, minimized contact center load, and gave applicants faster, easier support; Head of Membership Services Carl Nightingale also said Talkative was “very easy to use for all” and highly recommended Talkative as a web chat solution.

Medical Defence Union

Medical Defence Union

Head of Membership Services Operations