Project Overview:

Europ Assistance Belgium, a travel insurance provider, was facing challenges in providing timely and effective customer support. Customer experience is a crucial element in the insurance sector, especially in a business where NPS (Net Promoter Score) is an essential KPI. Europ Assistance wanted to improve response times, customer satisfaction, and the overall efficiency of their customer support team. With over 25 highly-trained agents available 24/7, the team was already doing great work, but communication channels were static, and there were significant delays in responding to customer emails. The solution was clear: transform the reactive communication system into a proactive one, drastically reducing time to resolution.

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Objectives:

• Enhance Customer Experience: Improve customer engagement through faster, more direct communication channels, while providing instant support and reducing delays.
• Increase Team Efficiency: Empower the support team with tools to provide quicker solutions and streamline internal workflows.
• Create a New Sales Channel: Implement live chat as a new sales touchpoint, directing inquiries to the right agents, leading to higher conversion rates.
• Integrate Knowledge Management: Provide support agents with a real-time, reliable knowledge base, enabling them to quickly address customer queries and maintain consistency across the team.

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Scope of Work:

1. LiveChat Implementation:We integrated the Intercom LiveChat system, a real-time messaging platform, allowing Europ Assistance to instantly connect with customers seeking assistance. This new communication channel streamlined customer queries and significantly improved response times.
2. Knowledge Management System (GetGuru):To enhance agent efficiency, we connected the LiveChat platform with GetGuru, a knowledge management tool. This tool provided agents with an up-to-date, easily accessible knowledge center, allowing them to quickly resolve customer issues without having to search for information manually.
3. AI-Based Functionalities:We integrated AI-powered keyword detection, enabling the system to automatically suggest relevant information from the knowledge base. This reduced manual effort and sped up resolution times, helping agents provide faster responses.
4. Sales Channel Creation:By directing incoming chats to the appropriate team members, we created a trackable sales channel. Conversations that came through LiveChat generated a 35% higher order value than those from customers who did not use LiveChat.
5. Staff Optimization:With real-time insights provided by the system, Europ Assistance could better manage staffing decisions based on busy hours and periods of low activity, ensuring optimal agent utilization.
6. Customer Retention & Feedback:By gathering real-time feedback from clients during chats, Europ Assistance improved their content strategy, clarified messaging, and enhanced their product pages, ultimately increasing customer satisfaction and retention.

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‍Results:

• Increased Customer Satisfaction: The integration of LiveChat and the knowledge management system led to a 24% increase in Customer Satisfaction, with a 94% score. This also contributed to an overall improvement in the customer experience.
• Decreased Time to First Closure: Time to first resolution by phone was significantly reduced, with delays in email support also improved, enabling the team to handle issues more quickly.
• Improved Team Efficiency: Support agents were able to handle more than 4,000 conversations per month, benefiting from quicker problem resolution and better access to the knowledge base.
• Higher Conversion Rates: The introduction of LiveChat not only improved customer support but also increased the average order value by 35% for conversions initiated through chat.
• Better Staffing Decisions: Europ Assistance gained insights into peak and off-peak hours, optimizing their staffing and allowing for more efficient resource allocation.

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