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Industry: Insurance
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Campaign: CSAT, NPS
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Company Size: 5000-15000
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Book a DemoSummary
A prominent insurance provider partnered with Zykrr to enhance customer experience (CX) and increase customer loyalty. By implementing a flexible, integrated, and mobile-friendly feedback system, the company saw a 30% increase in Net Promoter Score (NPS) within just six months, along with an 11% improvement in response rates. Through seamless integration and real-time feedback, Zykrr empowered the company to better understand its customers and deliver personalized experiences, reinforcing its reputation as a leader in financial solutions.
Objective
The insurance company aimed to improve its CX and drive customer loyalty while offering innovative financial solutions. By collaborating with Zykrr, the company sought to implement an agile feedback system that would provide comprehensive insights, helping them fine-tune their services and customer engagement strategies.
The Challenge
Their Need, Our Expertise.
The company faced the challenge of gathering actionable insights from its diverse customer base. To ensure ongoing satisfaction, they needed a customer feedback system that could be seamlessly integrated with existing processes, providing a 360-degree view of customer interactions while remaining flexible and mobile-friendly.
The Solution
Our Strategic Approach:
Zykrr introduced a tailored solution across 13 key customer touchpoints, providing a 360-degree view of customer interactions. Key features of the solution included: Comprehensive Feedback Capture: Covering multiple touchpoints to gather detailed insights. Rule-Based Escalation: Ensuring timely responses to dissatisfied customers. AI-Powered Sentiment Analysis: Capturing nuanced emotions and feedback. Optimized Survey Timing: Maximizing response rates by identifying the best times for survey deployment. Targeted Dashboards: Offering actionable insights for process heads to drive continuous improvement.
“We receive customers’ voices from various touchpoints, close looping, and tracking such customer feedback were beginning to be a challenge since we did not have a single platform to effectively manage all of these.”
Head – Transformation Program
Bharti AXA Life Insurance
THE RESULT
Impact Delivered
With Zykrr’s platform, the company experienced a remarkable 30% boost in NPS within six months, highlighting the effectiveness of the customer feedback system. The average response rate increased by 11%, fostering greater customer engagement and trust. The 360-degree insights provided by Zykrr empowered the company to make data-driven decisions, enhancing their customer experience at every touchpoint.
