Croatia Osiguranje: Decreased time to resolution by providing customer service through chat apps

Challenge

To respond to new consumer behavior and trends, Croatia Osiguranje decided to launch a 100% digital vehicle insurance option. The new brand, Laqo, is the first of its kind on the market and offers a fully automated, self-service buyer journey through the web.

However, the insurance company knew that undergoing a digital transformation would be a challenge since the insurance industry is based on personal agent-customer relationships – and customers grew accustomed to having their own personal agent that knew their history.

To increase market adoption for the Laqo brand, Croatia osiguranje looked for a solution that would limit the number of phone calls and emails that came through, while enabling real-time customer service with live agents. The insurance company’s goals were to decrease resolution time and increase sales by moving customer queries to their favorite communication channel – chat apps – and optimizing internal processes.

Solution

With many chat app options available, Croatia Osiguranje decided to research which ones were the most favored among its customers.

To start, the insurance company chose to connect WhatsApp, Viber, and Messenger to Laqo using Infobip’s Conversations API. This enables customer support agents to answer all queries in real time.

Once the system was set up, Croatia osiguranje prompted Laqo website and app visitors to contact customer support by scanning a QR code and choosing their preferred chat app.

Customers who completed these steps were able to start a new chat with an agent through the channel of their choice.

Since Laqo added chat apps to its communications mix using the Conversations API, agents can receive and resolve queries faster than before. They are also able to educate customers who are unfamiliar with the digital buying journey in a timely manner – and customers feel secure knowing an agent is easily accessible as they test out new features and functionalities.

Result

Adding chat apps to its existing system using Infobip’s Conversations API, in partnership with Hrvatski Telekom, led to better agent and customer experiences for Laqo. Now, communication is easy, fast, and user-friendly.

Croatia osiguranje’s ability to provide personalized customer service as an addition to its new digital buying journey led to 50% of potential users leaving positive reviews about their customer care on social media.

The new brand is now also able to start tracking its CSAT score and has received an average 4.7 rating thus far.

In comparison to previous customer support channels, the insurance company was able to improve its resolution time – queries that used to be solved in a couple of days are now solved within 17 hours.

The real-time answers customers receive now have reduced their uncertainty in the brand. In addition, agent efficiency and satisfaction have increased since having a system that enables them to simultaneously manage multiple customer conversations.

Overall, agents and customers are satisfied with the results after adding chat apps to their customer support communication. Since the transition, Croatia osiguranje was awarded for Best Customer Experience and Best Small Call Center by CX.hr in May 2021.

The insurance company looks forward to moving more customer queries to WhatsApp, Viber, and Messenger – and engaging with them in an interactive and educational way.