Customer Story - a.s.r.

There was a clear need to transform the customer experience to better serve the digital generation – “We were very good at publishing things which nobody reads. 50% of our online visitors did not reach their goal or find an answer to their question. And because these customers had to eventually call us to reach their goal, this led to dissatisfaction.”

With the primary goal to help their existing customers in a better, faster and more digital way, the company strived for a radical transformation of the website. They obtained our CMS within which they could build their own dialogues and monitor customer interactions.

With more of the frequently asked, basic questions being answered through the chatbot, waste calls have been reduced, allowing the call-centre agent to devote more time to the highly-specific customer questions.

“Perhaps the biggest benefit of all is knowing exactly what the customer wants in (almost) real time. The chatbot forces our whole organization to think in terms of customers journeys. As a result, we can better align our strategies and communication across departments, effectively reducing organisational silos. Our learning curve has gone up really fast!”