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4 cases of using Minalea solutions
Case #1: Volume of technical support calls and quality of responses
Volume d'appels au support technique et qualité des réponses
In a large bancassurance network, network employees can query a support platform if they have questions about the offer and guarantees or requests for price exemptions. Annual call volumes are considerable, and the average call duration is constantly increasing.
7 out of 10 calls could be avoided.
Issue
How to empower network employees to find answers about guarantees themselves, easily and quickly?
Implementation
Deployment to all network and technical support employees,
- Personalized support for getting started with the solution.
- After a few weeks, technical support redirects to AirChat for simple questions.
- Collection of feedback from several users after 3 months of operation.
Results
40% fewer calls: a considerable time saving for employees and technical support.
Shorter calls: reduction of 5 minutes in average call duration after a few months
Employees are now able to provide a response to the customer directly without making them wait, they strengthen their expert position and are continuously trained in the offer
Case #1: Volume of technical support calls and quality of responses
Conseiller les clients et expliquer son tarif avec des arguments pertinents sur les garanties et les services
In a large bancassurance network, network employees can query a support platform if they have questions about the offer and guarantees or requests for price exemptions. Annual call volumes are considerable, and the average call duration is constantly increasing.
7 out of 10 calls could be avoided.
Issue
How to empower network employees to find answers about guarantees themselves, easily and quickly?
Implementation
Deployment to all network and technical support employees,
- Personalized support for getting started with the solution.
- After a few weeks, technical support redirects to AirChat for simple questions.
- Collection of feedback from several users after 3 months of operation.
Results obtained
Increased retention rate
Better success rate: increase in the rate of transformation into new business
The teams are more confident, they have a better command of their offer and can promote their products positioning themselves as highly qualified experts
Improved customer advice
Case #1: Volume of technical support calls and quality of responses
Gagner du temps commercial, mieux maîtriser la qualité des analyses produites par le réseau
In a large bancassurance network, network employees can query a support platform if they have questions about the offer and guarantees or requests for price exemptions. Annual call volumes are considerable, and the average call duration is constantly increasing.
7 out of 10 calls could be avoided.
Issue
How to empower network employees to find answers about guarantees themselves, easily and quickly?
Implementation
Deployment to all network and technical support employees,
- Personalized support for getting started with the solution.
- After a few weeks, technical support redirects to AirChat for simple questions.
- Collection of feedback from several users after 3 months of operation.
Results
Risk control: studies delivered are checked at a central point, mistakes are better controlled
Studies homogeneity, consistent design and better control on the branding policy
35% of sales time freed up on average per point of sale (advisors' statements)
Case #1: Volume of technical support calls and quality of responses
Bien positionner une nouvelle offre par rapport au reste du marché
In a large bancassurance network, network employees can query a support platform if they have questions about the offer and guarantees or requests for price exemptions. Annual call volumes are considerable, and the average call duration is constantly increasing.
7 out of 10 calls could be avoided.
Issue
How to empower network employees to find answers about guarantees themselves, easily and quickly?
Implementation
Deployment to all network and technical support employees,
- Personalized support for getting started with the solution.
- After a few weeks, technical support redirects to AirChat for simple questions.
- Collection of feedback from several users after 3 months of operation.
Results obtained
An objective and rational view of its offer
Optimal positioning compared to other guarantees and options on the market
The possibility of using the graphical views to present the changes in the offer internally, and to explain clearly to the distribution network the changes of positioning of the new offer.
