Esurance and modern customer engagement
Nuance Digital Engagement Platform gives Esurance customers an optimal experience.
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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“ 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%