EUROP ASSISTANCE
Respond to customers in a timely manner
Europ Assistance solution did not allow real-time measurement of both inbound and outbound call activity. Handling thousands of requests a day, it was essential for the company to have a complete view of the calls handled and requests still pending in progress. Covering over 200 countries, their contact center needed a solution to the cutting edge of the latest digital innovations and easy to use for its agents. Furthermore, stability was a very important criteria, as every minute of inactivity cost the company a lot of money.
EUROP ASSISTANCE
Respond to customers in a timely manner
Europ Assistance solution did not allow real-time measurement of both inbound and outbound call activity. Handling thousands of requests a day, it was essential for the company to have a complete view of the calls handled and requests still pending in progress. Covering over 200 countries, their contact center needed a solution to the cutting edge of the latest digital innovations and easy to use for its agents. Furthermore, stability was a very important criteria, as every minute of inactivity cost the company a lot of money.
Exists since 1963
95 million customers
Covers 200 countries
We wanted to increase the level of customer satisfaction and needed an optimized software to ensure even more responsiveness to the customer support service. Thanks to Nixxis Contact Suite, we were able to have a 360° view of customers and ultimately improve the image of the company. Nixxis provided a stable solution that meets all our requirements and automates operations to maintain our competitive edge.
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.
Problems encountered
- Low quantitative and qualitative visibility of calls
- Lack of responsiveness
- Lack of stability
Europ Assistance achieves excellent results thanks to Nixxis Contact Suite
Nixxis allowed Europ Assistance to opt for a more modern solution better suited to its needs. In addition, the migration from one software to another was very fast, as well as the handling, which avoided any downtime. From now on, the complete and customizable reports allow a better distribution of staff and always improves the assistance that the company provides to its customers all over the world.
Increased assist speed by 15%
Satisfaction rate boosted by 25%
A better distribution of the workforce during call peaks
Recognition as a “center of excellence” in Customer Support practice
Europ Assistance achieves excellent results thanks to Nixxis Contact Suite
Nixxis allowed Europ Assistance to opt for a more modern solution better suited to its needs. In addition, the migration from one software to another was very fast, as well as the handling, which avoided any downtime. From now on, the complete and customizable reports allow a better distribution of staff and always improves the assistance that the company provides to its customers all over the world.
