Insurance
Insurance Digital CX Infographic
Insurers appear to be neglecting customer service on digital channels and are unable to answer over half of routine questions successfully, according to the latest Eptica Insurance Digital CX Study.
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Insurance Digital Customer Experience Study
We evaluated 10 UK insurers on their ability to respond via digital channels and surveyed 1,000 consumers on their customer service preferences, trust and loyalty. Full report with infographics is available to download.
Ageas Retail Intermediary
Part of Ageas UK, a leading provider of awarding-winning insurance solutions, Ageas Retail Intermediary (ARI) operates as an insurance intermediary within the personal lines insurance market. A key ARI brand is Kwik-Fit Insurance Services (KFIS) which...
UK 2016 Eptica Multichannel Customer Experience Study
We evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via Email, Web Chat, Twitter and Facebook. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guide...
Infographic | 2016 UK Multichannel Customer Experience Study
100 leading UK companies were evaluated on their ability to provide answers to routine questions via Email, Web, Chat, Twitter and Facebook. Full report also available for download.
Eptica Social Media Interaction Management
Complete end-to-end conversation tracking and social media interaction management
Multichannel Customer Engagement Video
See how you can meet rising customer expectations and deliver fast, accurate and personalized responses via their preferred channel, as well improve insight into customer interactions across your organization...
Eptica has helped us achieve oour overall business objectives. We are not only keeping our customers satisfied but we’vealso been able to reduce costs
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Domestic & General
- Industry : Insurance
- Product : Eptica Customer Engagement Suite, Agent Knowledge Base
- Country : United Kingdom
Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million UK customers. Through its Fido knowledge management project, powered by Eptica, it has transformed customer service by centralising knowledge
Eptica has helped us achieve oour overall business objectives. We are not only keeping our customers satisfied but we’vealso been able to reduce costs
Domestic & General is the UK’s leading warranty specialist and provides warranty services for more than 7 million UK customers. The company has transformed customer service by centralising knowledge, enabling its 1,400 agents to deliver faster, more consistent information to customers.
In the UK, Domestic & General’s customer service is delivered by 1,400 employees split between contact centres in Brighton, Nottingham and Bedworth. Ensuring these front line agents are able to provide excellent, efficient service to customers requires access to consistent and comprehensive information. This customer service information, which includes contact details for manufacturers and details of warranty plans, needs to be at the agent’s fingertips so they can respond quickly when on the phone.
Previously this information was stored in a paper based system. This meant that staff needed to manually search physical folders to find the answers to customer questions, slowing the pace of service, reducing consistency and lowering First Contact Resolution rates. Updating manuals was both time consuming and laborious – meaning that new information couldn’t be communicated quickly to staff. This paper-based approach also increased the training time needed to bring new staff up to speed.
Domestic & General realised it needed to change how it managed customer service information with a system that would allow knowledge to be centrally accessed and shared across the entire service operation.
Agent Knowlegde Base Benefits
Domestic and Genral improve her efficacity and communication with Eptica and :
22%
Reduce average call time
55%
reduce hold times
20%
to reduce in training time for an agent