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Live Chat—Omni-channel customer engagement success stories

Esurance and modern customer engagement

Nuance Digital Engagement Platform gives Esurance customers an optimal experience.

Company profile

Esurance is a direct‑to‑consumer auto and home insurance provider with an A+ financial rating. The recipient of multiple consumer‑satisfaction awards from JD Power and others. Esurance drives its customer support and customer acquisition via multiple Nuance solutions including live chat, co‑browse, and virtual assistant.

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Esurance uses Nuance Live Chat

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%

Background

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