Verspieren improves its customer journeys with visual IVR
££
Optimize call volume management while ensuring a smooth, high-quality customer experience
With 200,000 policyholders, 460,000 health beneficiaries, and 23 partner companies, Verspieren, a major player in insurance brokerage in France, handles a high volume of requests every day.
Behind these figures are often urgent or sensitive calls, a strong reliance on the phone as the primary channel, and customer journeys that can be complex to manage. Teams are heavily engaged, which can lead to longer response times and a less seamless experience for policyholders.
In this context, Verspieren needs to rethink its contact journeys. The challenge is twofold: enabling policyholders to get quick and simple answers, while better controlling flows and team workload.
Verspieren’s needs
- Optimize the management of 40,000 monthly calls
- Improve the speed and quality of responses provided to policyholders
- Simplify contact journeys and access to information
- Expand self-service to reduce reliance on phone support
- Efficiently route calls to the right information or to the right advisor
Structure customer journeys to better meet policyholders’ expectations
Policyholders today expect immediate, simple, and accessible answers, regardless of their entry point. In insurance, these expectations are even stronger, as requests often relate to important personal situations.
Each interaction therefore needs to be contextualized, simplified, and guided toward the most relevant solution. Without clearly structured journeys, users quickly face long wait times, multiple transfers, or difficulty finding the right information.
The challenge for Verspieren is to make each journey simpler, faster, and more efficient, while still preserving access to a human advisor when needed.
To achieve this: visual IVR
Verspieren chose to deploy DialOnce’s visual IVR at the end of 2016 to digitalize and structure its contact journeys.
Visual IVR transforms a phone call into a digital journey. When a policyholder contacts Verspieren, they receive an SMS with a link to an interactive web interface. Instead of navigating a traditional voice menu, they can clearly view options, select their need, and access the right information directly.
From the very first interaction, the policyholder lands on a clear interface structured around 5 main categories of requests. This allows them to quickly find their way and access the journey that matches their situation.
In just a few clicks, they can access relevant and contextualized content, use website or app features, or be guided toward the most appropriate solution.
Journeys are designed to deliver an answer in no more than three clicks. The interface includes tailored FAQs for each situation, as well as features such as:
- downloading a third-party payment card
- locating healthcare professionals
- managing and submitting supporting documents
A structured design, particularly through dropdown menus, makes it possible to provide a large volume of information while maintaining a clear and simple interface.
At the same time, Visual IVR promotes all existing digital tools, encouraging policyholder autonomy and reducing pressure on phone channels.
When human intervention is required, the system includes intelligent call routing. Based on the journey followed, the call is redirected to one of seven specialized lines, ensuring the policyholder is connected directly to the right expertise.
A solution built for the long term
After nearly two years of use, Visual IVR is now fully embedded in Verspieren’s strategy. It strikes the right balance between innovation, operational performance, and service quality, while meeting policyholders’ expectations for speed and simplicity.
The solution sustainably structures contact journeys, promotes digital services, and simplifies access to information. It also helps better direct requests, streamline call handling, and increase policyholder autonomy. At the same time, it enables teams to focus on more complex, higher value-added requests.
