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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.
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.