18% improvement in Policy Renewal Rate
67% improvement in Net Promoter Score
30% improvement in Lead Conversion Rate
Our client, an online insurance company, catering to customers across various regions in Australia, was facing a critical challenge in their business operations. Despite priding themselves on offering excellent customer support, the client consistently underperformed in terms of NPS targets, Policy Renewal targets, and Lead Conversion targets for three consecutive years.
The client needed a solid action plan to identify what was going wrong and how they can quickly fix it to stay ahead in the competitive Online Insurance space.
The client’s CX team was collecting customer feedback data from multiple channels including phone conversations, ticket logs and support chats. With this, came issues of analysing large volumes of unstructured and fragmented data in real-time, as well as building a single source of truth to uncover the big picture and make informed CX decisions.
Eclipse AI’s purpose-built generative AI platform was the desired solution to unify fragmented multichannel customer feedback data and analyse customer sentiments in real time.
Our client leveraged Eclipse AI’s technology to analyse their customer feedback and sentiment in real-time. This level of granular insight helped the client understand the ‘why’ behind their current performance KPIs.
Eclipse AI flagged:
As major reasons behind the current NPS, Policy Renewal rates and Lead Conversion rates, and suggested targeted improvement actions to remedy the situation.
End result? In just four months of implementing the suggested improvement actions, the client was able to boost their NPS by 67%, Policy Renewal Rate by 18% and Lead Conversion Rate by 30%.
Unify omnichannel Voice-of-Customer data, analyse it at scale using AI and extract insights to improve performance metrics
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Eclipse AI consolidates and analyzes omnichannel voice of customer data across different channels. Providing visibility, insights and actionable intelligence to drive revenue and growth.
