CSM Magazine

NOVEMBER 27, 2020

With home-working becoming the norm, a recent webinar, hosted by Insurance Post, asked representatives from Zurich Insurance, Tesco Underwriting, Canopius, and SAS whether they believed traditional contact centres would ever return. Reports from the front lines. Can Tech Keep Customers Close While Colleagues Work Remotely?

Insurance 98

Insurance How To Chatbots Wait Times 98

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Deploying a range of chatbots, each suited to a specific task, can greatly enhance the customer experience and deliver substantial benefits to the business.

Self Service 64

Self Service Chatbots Contact Center Policies 64

CSM Magazine

JUNE 27, 2018

While we are happy to chat to friends and colleagues using messaging, text, social media and email, when it comes to contacting our bank, insurance company or healthcare provider, we’re often sent to the back of the phone queue. Voice from the past. million Euros in 2014.

Chatbots 40

Chatbots Insurance Case Study System 40

Comm100

NOVEMBER 13, 2022

Chatbots: With a well-trained AI chatbot, organizations can automate up to 80% of their frontline customer support. Whether it’s supporting the latest social app or live chat on your website, omnichannel means that admissions teams can offer more channels and prospective students can trust they’ll receive a response.

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212

Kustomer

JANUARY 20, 2022

A successful team of agents needs the right tools to better educate their customers, ranging from a chatbot that helps with simpler issues, to an omnichannel experience that lessens customer effort. Because think about it, nobody gets up in the morning and says, “I can’t wait to call my auto insurer.”

How To 143

How To ROI Study Customers 143

Think Customers

FEBRUARY 24, 2020

When Facebook founder and CEO Mark Zuckerberg revealed his company’s internal motto was to “move fast and break things” back in 2009, it perfectly encapsulated the nature of disruptive companies. Customers can start the process on the web or mobile and are guided by a chatbot named Maya.

Insurance 52

Insurance Policies Customer Satisfaction Government 52

Answer Dash

JANUARY 9, 2019

I never had heard of Amazon until around the time I graduated college, and I became a customer in 2009 when I was living in Brooklyn, NY. The work of 85 bots was equal to the output of 200 full-time human employees but was only 30% of the cost. Allstate uses a chatbot named Amelia to assist its employees in their customer interactions.

Trends 82

Trends Customer Experience Insurance Chatbots 82