A Conversational Strategy That Optimizes the Customer Experience in the Insurance Sector
Meridional Seguros leads the way in customer service with an automated and personalized conversational channel that ensures policyholders have agility and protection at every stage.
35%
increase in conversion rates in the claims reporting process.
+3500
policies quoted through WhatsApp.
3000
monthly requests for policy copies.
Key Features
Insurance Quotes
Instantly quote automobile insurance via WhatsApp.
Mechanical Assistance
Request mechanical help for any emergency.
Claims Reporting
Report a claim online for accidents or theft.
Policy Copies
Obtain a copy of your insurance policy or circulation card.
The challenge
When we partnered with Meridional Seguros, the company already had a conversational channel. Our focus was on enhancing its understanding capabilities, developing integrations to offer greater efficiency, and reducing user abandonment rates. To address these challenges, we redesigned and implemented a virtual assistant aimed at providing information and guiding clients and non-clients through various processes related to asset coverage and assistance services. This conversational asset enabled Meridional to:
- Automate customer service processes, speeding up inquiries and reducing response times.
- Boost sales with real-time assistance and personalized recommendations.
- Foster a close connection with users through empathetic communication and understanding their needs.
Results
Meri, the virtual assistant of Meridional, offers users assistance available 24/7, ensuring access to necessary support whenever they need it. Since implementing this conversational tool, derivation to human assistants have dropped to 46%, and there has been a 35% annual increase in users completing the claims reporting process. These results highlight the positive impact of a conversational strategy centered on automation and personalization, streamlining processes while maintaining the safety and warmth Meridional Seguros is known for.
About the Company
Meridional Seguros, part of the Canadian holding Fairfax, provides insurance coverage for individuals, businesses, SMEs, and large corporations. The company is renowned for its commitment to innovating processes and tools to enhance the quality of customer service.
