Offering the right channel to the right visitor for Centraal Beheer

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Dutch insurance firm Centraal Beheer has invested in the contact channels it needs to deliver a class-leading customer experience for all of its clients – from domestic consumers to SMEs. Using Now Interact’s Artificial Intelligence, it is able to to offer channels with a high cost-to-serve including video-chat and co-browsing to specific customer segments, whilst at the same time increasing profitability. Now Interact has generated leads that achieve:

  • 42.5% conversion in consumer markets
  • 57% conversion in SME contacts

The case study won the Silver Award for ‘Best Multi-channel customer service’ at the 2016 European Contact Centre and Customer Service Awards. To read about how Artificial Intelligence has enabled Centraal Beheer to deliver the right contact channels to the right visitors, click here to download the case study.

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