Success stories
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With 200,000 insured individuals, 460,000 health care beneficiaries, and 23 partner companies, the Verspieren group is a prominent player in insurance brokerage in France.
This comfortable position, however, brings real challenges in terms of managing customer relations (anxiety-inducing call reasons, complex call routing, predominance of the telephone channel, etc.). To address this, Verspieren chose to trust Dial Once for what would be a first for the group: a visual IVR.
Implemented in its beta version at the end of 2016, it has managed to meet one of the major challenges set by the management: optimizing the handling of 40,000 monthly calls while ensuring a high-quality user experience.
"For us, as for most of our corporate customers, the priority is to guarantee a successful customer experience. This starts with a rapid, high-quality response to our policyholders' requests."
Mylène Béard
Head of Digital and Operational Marketing at Verspieren
A logic of speed and quality is maintained in the customer journey of Verspieren’s visual IVR. A response to all identified call reasons is thus accessible in a maximum of 3 clicks. A homepage that segments call reasons into 5 categories (see image) allows access to a second level of depth offering a variety of solutions, enabling the customer to find their answer easily.
The 5 pathways thus include FAQ content contextualized according to the journey, features from the Verspieren website, as well as from the Verspieren app. In terms of design, the choice to contain FAQ content via Hamburger menus allows for providing a significant volume of potential answers without overloading the pages with too much text.
The second axis of optimization for Verspieren: streamlining incoming flows through self-service and call routing.
By deploying the Dial Once solution and digitalizing our customer relations, our goal is twofold: to develop self-care and to focus the work of our advisors on the most complex calls or those with higher added value.
To this end, the customer journey of the visual IVR highlights the group's various digital tools. For example, the visual IVR offers the possibility to download one’s third-party payer card, locate nearby health professionals, or manage the communication of all one's documents, all in a maximum of 3 clicks.
However, since not all call reasons can be addressed via self-care content, efficient call routing is also necessary. To achieve this, the interface offers intelligent call management that redirects calls to no less than 7 different numbers depending on the page from where the call was launched. This strategy allows customers to be routed directly to the right skill, thus relieving the queue at the head of the traditional IVR while reducing the average call handling time.
After nearly two years of operation, "the Dial Once solution perfectly meets Verspieren's desire to offer an innovative solution to our insured while guaranteeing them an optimized customer experience," concludes the group's marketing manager, convinced of the tool's longevity. Good news for Verspieren clients who wish to quickly and easily access their answers from all contact channels.
