AXA ASSISTANCE
Responding to customers in a timely manner
When it comes to insurance assistance, time is of the essence. Helping your customers in dire situations as rapidly and efficiently as possible can one the greatest selling points, even above pricing.
Axa Assistance needed to figure out how to answer its clients in difficult situations as quickly as possible and find a solution that could manage simultaneously inbound and ountbound calls as well as emails, whatsapp, social media, SMS, etc. To send over documents and wikis.
Since 1989
25 years of insurance expertise
Leader of international assistance
We used to have a ticketing solution to manage incoming claims, but the system was flawed in many ways and not aggregating customer interactions between our different communication channels. The thing is, when a client is in a difficult situation, every second matters. If said client is victim of a flood and loses most of his possessions, he needs a clear and rapid answer on what will be done on our side to help. Thanks to Nixxis, our customers can contact us 24/7 through a mix of IVR, AI-powered bots and automations available on our website, social media accounts and phone system, speeding up dramatically the handling of claims.
Objectives
- Customer interactions channels left in the shadows
- Poor inbound and outbound call management
- Rooted in a obsolete customer experience framework
Axa Assistance achieved great results using Nixxis Contact Suite
Nixxis Contact Suite coupled with Nixxis Digital helped Axa Assistance demultiply available communications channels with its customers on a single interface, thus speeding the resolution and handling of claims.Â
20% Increase in number of handled files in a year
More rapid intervention
Better customer satisfaction
Global and understandable view of outbound and inbound calls per day
Axa Assistance achieved great results using Nixxis Contact Suite
Nixxis Contact Suite coupled with Nixxis Digital helped Axa Assistance demultiply available communications channels with its customers on a single interface, thus speeding the resolution and handling of claims.Â
20% Increase in number of handled files in a year
More rapid intervention
Better customer satisfaction
Global and understandable view of outbound and inbound calls per day
More customer stories
More customer stories