Philadelphia Insurance Realizes VoC Return on Investment
OCTOBER 30, 2018
Key examples of customer feedback resulting in immediate company changes and improved customer service include: Online chat: Customers shared online chat was a positive experience for getting their questions and issues resolved, however it was hard to find the chat button on the website. Philadelphia Insurance uses Confirmit’s VoC solution, to listen, analyze and act on customer and agent feedback. Management now relies on an automated alert system.