A successful channel strategy requires a balance between efficiency, accessibility, and human contact. Excessive channel steering can lead to customer frustration and loss, while listening to customer needs and providing diverse channels enhances customer satisfaction and creates a positive brand experience.
Digital customer interaction
The importance of the right Channel Strategy to best serve customers
A well thought out and effective channel strategy can make the difference between satisfied customers and customers going to competitors. Let’s look at the importance of a proper channel strategy in serving your customers in the best way possible.
Digital colleague Joyce: the insurance check-up from VvAA
𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲: To check whether the insurance policies are still appropriate for the situation and future dreams of its customers, VvAA periodically carries out an insurance check-up. This poses a challenge. How does the insurer keep in touch with all its insurance customers?
𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻: To make this possible, VvAA and Dialog Group have created Digital Colleague Joyce: a process bot that discusses insurance products with customers. More than 40% of the customers who are invited go through the conversation with Joyce in its entirety. This ensures that VvAA can provide valuable aftercare 24/7, without the traditional intervention of an advisor.
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