AXA has started using RingCentral Engage Digital, a platform that manages digital interactions with customers, to improve digital customer service.
The new platform has led to:
- 50% month-on-month increase in digital interactions;
- 10x increase in case resolution, and
- 50% reduction in time to find a resolution.
The insurer started utilising RingCentral Engage Digital in 2018. At that point, its customer service team resolved approximately 100 messages per month. A year later, AXA’s customer service team handles about 4,000 messages a month.
AXA has now incorporated Facebook Messenger, Apple Business Chat, and WhatsApp into the customer journey. Furthermore, it plans to add chatbots into the system.
As a result, AXA agents can now handle all digital channels through one interface. When AXA customers make contact, the message pops up in an agent’s RingCentral Engage Digital dashboard.
In addition, agents can immediately answer questions but also have time to provide answers if multiple messages come in simultaneously. The single dashboard has eliminated the need to switch applications or screens.
“The previous customer service solution we were using didn’t provide any context of previous communication, so agents had no insight into interactions with the customer,” said Sarina Blatter, head of back office customer care for AXA Switzerland.
Christoph Schröder, head of front office customer care for AXA Switzerland, expanded: “Our agents had to search each digital channel to see if a customer had written a message or a comment on a Facebook post, for example. It was painful and difficult to track the interactions.”
Harald Felgner, digital experience designer, UX innovation for AXA Switzerland, added: “Social media messaging services represent the next paradigm of interactions with customers. These types of interactions are a game changer. Without a solution like RingCentral Engage Digital, it wouldn’t have been possible for our company to enable one-to-one interactions with customers on so many touch points.”
AXA currently has around 107 million customers across 61 countries. RingCentral is a provider of global enterprise cloud communications, collaboration, and contact centre solutions.