Case Study: Smile Insurances improves customer service and cuts waiting times with virtualQ

Guaranteeing excellent customer service at all times – with an increasing contact volume and more than 185,000 satisfied customers

Smile Insurances, a digital direct insurer in Switzerland and Austria, faced increasing complaints due to long customer service waiting times. The challenge was to conserve resources while maintaining customers' freedom to call when they wanted.

virtualQ implemented its intelligent callback service (VQ Phone and VQ Web), which included a web widget for online callback requests. The standard software was operational in just 17 days. The results included 91% of callbacks being connected and completed, the elimination of 143,000 minutes of waiting time in eleven months, and a positive effect on customer satisfaction (CSAT), all while allowing resources to be deployed more efficiently.

Smile Insurances

Roberto Monosi

Head of Customer Care