ANWB Unigarant
High level of personal customer service
ANWB Unigarant - a Dutch insurance company – is growing rapidly. This means that they receive an increasing amount of calls. Unigarant is keen to maintain a high level of personal customer service. However, this is a challenge as their customer care team has to spend a large number of hours each day verifying their customers' identity. Fact: identity verification takes on average approximately 30 seconds per call.
AssistYou's solution: Lisa - Unigarant's digital voice assistant
Lisa - Unigarant's bespoke voice assistant - took over the process of identity verification. She verifies who is calling, and finds the customer in question in Unigarant's system - quickly and efficiently.
With Lisa's help, a Unigarant's customer care representative already knows their customer's identity prior to handling the call in person. This enables the team to personally greet each customer, and continue to offer the same high level of service customers expect from a company like Unigarant.
Results
Customer experience | Unigarant customers do not object to dealing with Lisa
Warm handover | Customers are happy with a faster and more efficient handling of their call. For example, customers appreciate that the topic of their call is known to their customer care representative prior to the start of their conversation
Constructive and personal help | Customers enjoy the personal welcome by the customer care team - after verification by Lisa
AHT reduction | Lisa handles 1,300 calls per day, saving the customer care team more than 12 hours per day
Self service with Lisa | Customers are able to fully cancel their insurance with the help of Lisa
