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Smile chooses Unblu to enhance digital customer experience

May 2021 - Thanks to Unblu's leading conversation platform for the Swiss insurance market, Smile now offers its customers improved and forward-thinking customer service.

The Swiss insurance company was launched in 1994 as a telephone insurer and is now the largest online insurance company in Switzerland. "We now serve over 150,000 customers. Our goal is not to meet individual customer needs, but to delight every single customer with top service. For this we need a partner who understands how to provide the best customer experience in the market" Roberto Monosi, Head of Front Office, Smile.

Thanks to Unblu, we can support our customers even better, faster and easier. Moreover, we are overcoming current barriers and creating a human interaction digitally as well.

Pierangelo Campopiano, CEO of Smile

After careful planning, Smile integrated Unblu's technology on its website and Smile app in a very short time. In these places, the online insurance company offers its customers a wide variety of digital insurance solutions. Thanks to Unblu, Smile can also build a personal relationship with prospects and customers through its digital chat channel. The focus was placed on Smile's omnichannel capability. Customer requests can now be identified across the board and thus served more directly.  In addition to an improvement of the live chat, Unblu Smile will support co-browsing and secure messaging in the future, allowing digital distances to be bridged effortlessly. Smile employees and customers can virtually sit 'side by side' in front of the same screen. The result: Smile's consultants work efficiently, and satisfied end customers experience seamless service - in line with Smile's motto 'Insurance without blah blah blah'.

"Thanks to Unblu, we can support our customers even better, faster and easier. Moreover, we are overcoming current barriers and creating a human interaction digitally as well" Pierangelo Campopiano, CEO of Smile.

"To have convinced Smile with our conversation platform confirms once again that we speak the language of insurers flawlessly here in our home country," said Luc Haldimann, CEO of Unblu. "We look forward to being part of improving their customer journeys and meeting Smile's customer expectations."

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