CNP Assurances has been testing the visual IVR (interactive voice response) solution Dial Once since last year and has already succeeded in improving and simplifying the customer pathway. Within the framework of its drive to speed up its digital transformation, CNP Assurances has just entered into a 3-year contract with the start-up to roll this innovative solution out to all of its partners.
To speed up the way in which customer calls are managed when they telephone one of its services and improve their overall experience, CNP Assurances is rolling out the Dial Once solution to all of its customers, insured parties and beneficiaries of its partner networks. This "interactive visual server" can be accessed via any device (desktop PC, tablet computer, smartphone) and all mobile operating systems (Android and iOS), 24 hours a day, 7 days a week. Since last December, the system has been used by more than 80,000 customers who have managed – simply and autonomously – to find answers to their questions either on one of the interface's pages or via a form (22% of them), by email, SMS, on the CNP Assurances website or via an adviser. 23% of people using the Dial One interface did so during "closed hours", i.e. outside CNP Assurances' normal customer service opening hours.
An agile solution that is constantly evolving
As part of an ongoing desire to improve the quality of the way in which we manage customer relations, the interface gives them the option to rate each call. Thanks to their feedback, CNP Assurances' teams have been able to improve various existing digital pathways.
