Proactive/reactive chat to better guide MMA customers
Enhances existing sales strategy with online chat to increase global conversion rate.
MMA is a French insurance cooperative which targets consumers, small and large enterprises and local authorities. The group has over 13,000 employees, 1,500 general insurance advisers and 2,000 branches in charge of customer relationships. Having generated over 7.6 million contracts to more than 3 million clients, MMA is the third largest network of general insurance advisers. Please visit www.mma.fr.
“ We are very satisfied with the results. (Nuance) has allowed us to refine our assistance to Web visitors and increase our conversion rate significantly. We have also witnessed a positive impact on our client satisfaction rates. ”
Head of Internet and Mobile
MMA is a French cooperative insurance group with a cutting‑edge approach to ecommerce and CRM. The company had developed an advanced keyword‑driven lead generation strategy on its Website to allow its branches to automate processing of online quotes. MMA decided to complement this strategy with an online chat program to increase its global conversion rate. The company chose Nuance leading online engagement chat solution to increase online quotes in a first phase and, in a second phase, to increase online policies.
Nuance implemented its online chat solution, allowing Web visitors to interact in real time with the sales agents of the Multichannel Consumer Contact Center. The goal of the sales agents is to assist consumers through an online quote for health or auto insurance with the final goal being a policy in one of MMA’s physical branches. Two chat options are used in order to better help the Web visitors: proactive chat and reactive chat.