Success stories
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Insurers operate in an increasingly competitive market, driven by the expansion of offerings, the rise of fully digital players, and regulatory changes such as the Hamon Law. At the same time, customers have fully integrated digital solutions into their consumption habits. To stand out, customer relations have become a key driver of loyalty and policyholder retention.
In this context, Visual IVR emerges as a strategic tool, enhancing the user experience while maximizing the profitability of digital investments.
To concretely illustrate the benefits of visual IVR, here are three use cases that demonstrate its impact on optimizing customer journeys and enhancing the user experience.
During a phone call, the customer is automatically geolocated via their smartphone, allowing for precise location determination and optimized assistance. Simultaneously, the caller's number is used to identify the relevant vehicle, eliminating the need for the customer to manually provide this information.
If the request is not eligible (outside the coverage area, service not included in the contract), the call is automatically redirected to the most suitable options: referral to another provider, an upsell offer for additional services, or guidance on the next steps to follow.
If the request is eligible, the customer can choose from several options to proceed: access an intuitive digital interface to submit incident details or connect with an advisor through their preferred communication channel (phone, online chat, email). This flexibility significantly enhances the user experience and optimizes processing times.
During a phone call, the caller’s number automatically identifies the relevant case number, eliminating the need for the customer to provide this information manually. This immediate identification speeds up processing and ensures a smoother user journey.
Depending on the situation, the customer can receive real-time updates on their case via SMS or email without requiring additional identification steps. This automation reduces waiting time and improves access to essential information.
If the customer wishes to obtain further details or interact directly with an advisor, they can choose to continue their request at any time through their preferred contact channel, whether by phone, online chat, or email. This flexibility ensures personalized support tailored to their needs and preferences.
During a phone call, the caller’s number automatically identifies the associated contract type, eliminating the need for the customer to provide this information manually and accelerating the handling of their request.
Once identified, the customer selects the relevant asset from a predefined list. They can then submit a pre-claim declaration through a simplified form, detailing the circumstances of the incident, attaching photos or any other supporting documents, and receiving instant confirmation that their request has been registered.
At any time, they can choose to continue the process through their preferred contact channel, whether by phone, online chat, or email. This flexibility allows them to tailor their journey according to their preferences and service availability, ensuring a seamless and optimized experience.
The integration of visual IVR in the insurance sector represents a significant advancement in optimizing customer journeys and managing interactions. By streamlining exchanges, automating recurring tasks, and offering greater flexibility to policyholders, this technology enables insurers to enhance customer satisfaction while optimizing internal resources. As digital usage continues to evolve, visual IVR is emerging as a key lever to meet new consumer expectations and strengthen the efficiency of offered services.
