Infobip > Case Studies > Croatia Osiguranje: Enhancing Customer Service through Chat Apps

Croatia Osiguranje: Enhancing Customer Service through Chat Apps

Technology Category

Analytics & Modeling - Real Time Analytics
Networks & Connectivity - 5G

Applicable Industries

Finance & Insurance
Telecommunications

Applicable Functions

Procurement
Sales & Marketing

Use Cases

Time Sensitive Networking
Usage-Based Insurance

Services

System Integration

About The Customer

Croatia Osiguranje is the leading insurance company in Croatia, established on June 4, 1884. Over the years, it has become a respectable economic operator in the region, covering a large part of the market and providing different types of insurance including insurance of persons, property, motor vehicles, transport, and loans. The company is known for its modern and agile business system with an individualized approach to insureds and a wide range of innovative products, adjusted to all the requirements of any insured person.

The Challenge

Croatia Osiguranje, the leading insurance company in Croatia, decided to launch a 100% digital vehicle insurance option, Laqo, in response to new consumer behavior and trends. However, the company faced the challenge of digitalizing customer service communication in an industry that is traditionally based on personal agent-customer relationships. The company aimed to decrease resolution time and increase sales by moving customer queries to chat apps, their customers' preferred communication channel. The goal was to limit the number of phone calls and emails, while enabling real-time customer service with live agents. The challenge was to maintain the personal touch in customer service while transitioning to a digital platform.

The Solution

Croatia Osiguranje decided to add chat apps to its communication mix using Infobip’s Conversations API. The company researched the most favored chat apps among its customers and chose to connect WhatsApp, Viber, and Messenger to Laqo. This enabled customer support agents to answer all queries in real time. The company prompted Laqo website and app visitors to contact customer support by scanning a QR code and choosing their preferred chat app. This allowed customers to start a new chat with an agent through the channel of their choice. The addition of chat apps to its communications mix enabled agents to receive and resolve queries faster than before and educate customers about the digital buying journey in a timely manner.

Operational Impact

The addition of chat apps to its existing system using Infobip’s Conversations API, in partnership with Hrvatski Telekom, led to better agent and customer experiences for Laqo. Communication became easy, fast, and user-friendly. The company's ability to provide personalized customer service as an addition to its new digital buying journey led to increased customer satisfaction. The real-time answers customers receive now have reduced their uncertainty in the brand. In addition, agent efficiency and satisfaction have increased since having a system that enables them to simultaneously manage multiple customer conversations. The company was awarded for Best Customer Experience and Best Small Call Center by CX.hr in May 2021.

Quantitative Benefit

50% of potential users left positive reviews about their customer care on social media.
The company received an average CSAT score of 4.7.
Queries that used to be solved in a couple of days are now solved within 17 hours.