By considering what customers are trying to achieve, an insurance group decluttered its online service experience. It now focuses on self-service and only presents live channels to solve the most complicated customer questions and problems. This ensures that 90% of all customer conversations are dealt with automatically and that the company receives zero inbound calls. As a result, customer satisfaction has increased while service costs have decreased
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“DigitalCX helped us transform our customer service. We now run a stress free operation that keeps costs low and customers happy. By focusing on what customers are trying to achieve we now run an award winning service operation.”
