Infobip
Case Studies
Croatia Osiguranje: Enhancing Customer Service through Chat Apps
Overview
Croatia Osiguranje: Enhancing Customer Service through Chat AppsInfobip |
Analytics & Modeling - Real Time Analytics Networks & Connectivity - 5G | |
Finance & Insurance Telecommunications | |
Procurement Sales & Marketing | |
Time Sensitive Networking Usage-Based Insurance | |
System Integration | |
Operational Impact
The addition of 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. Communication became easy, fast, and user-friendly. The company's ability to provide personalized customer service as an addition to its new digital buying journey led to increased customer satisfaction. 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. The company was awarded for Best Customer Experience and Best Small Call Center by CX.hr in May 2021. | |
Quantitative Benefit
50% of potential users left positive reviews about their customer care on social media. | |
The company received an average CSAT score of 4.7. | |
Queries that used to be solved in a couple of days are now solved within 17 hours. | |