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Digital Customer Engagement Platform—Omni-channel customer engagement success stories

Esurance and modern customer engagement

Nuance Digital Engagement Platform gives Esurance customers an optimal experience.

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Overview

Esurance has enjoyed massive benefits from the Nuance Digital Engagement Platform. Within the first month of deployment, virtual assistant interactions had an 85% first contact resolution rate. Esurance customers also benefit, as demonstrated by Live Chat Customer Satisfaction of 86%+.

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Download success story Explore Nuance Digital Engagement

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“ Valuing their [customers] time is the most important thing a company can do to provide them with good online customer service. ”

Kate Leggett
Author
"Your Customers Don't Want to Call You for Support"

Challenge

  • Create an engaging customer experience from the get‑go
  • Accelerate the movement of customers to self‑serve to help them find answers quickly
  • Engage with the right customer at the right time
  • Use chat intelligence and analytics to optimize overall customer engagement experience

Solution

  • Combine automated and human‑assisted engagements for quick and seamless assistance
  • Add co‑browse tool for personalized assistance and train customers to self‑serve in the future
  • Align the targeting and business rules for maximum efficiency
  • Continuously optimize through meaningful and actionable insights gathered from all interactions

Results

  • Live chat generated incremental revenue of $4.4M (Q3FY18)
  • After launch of the virtual assistant, live chat conversion rates improved 23%
  • 84% of engagements deflected a call, resulting in $16M in cost savings (Q3FY18)
  • Live chat customer satisfaction of 86%+
  • Virtual assistant issue resolution of 85%

Learn how Nuance can help differentiate your business with omni‑channel customer engagement solutions powered by AI.

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