Agent productivity and customer satisfaction receive a boost through co-browsing
Quick adoption of digital engagement technology lifts satisfaction for clients and customer service staff alike.
With 1.73 million customers and a total premium volume of 5.248 billion Swiss francs, Swiss CSS Group is one of the leading health, accident and property insurers in the country. The company fosters close ties with those it insures, with 118 agencies throughout Switzerland and some 2,600 staff. It is also one of the top insurers for corporate clients: around 20,650 companies and institutions are insured under group contracts with the CSS Group.
CSS aims to continuously enhance its customer service experience and while allowing customers to self serve 24/7 through the myCSS portal, it now introduced unblu Live Support featuring co-browsing assistance for its customers.
With this new innovative service, CSS ensures that clients with more complex questions receive help through live assistance – where an agent can instantly join a customer session within the myCSS application and provide visual guidance in addition to the audio connection. This not only increases first call resolution, but also helps to cut call times and increase customer satisfaction.