Practice
Harnessing Real-Time CX to boost conversions
This major insurance and finance company was struggling to qualify leads, drive engagement and boost conversions to acquire new customers. They knew prospective customers were booking appointments to meet with insurance brokers but often wouldn't show up.
With no visibility of the customer's end-to-end journey, and limited responses invalidating customer survey data, the CX and marketing teams could not understand why customers were not continuing down their journey. Increased activity from traditional marketing channels attempted to remedy the situation but led to complaints and negative NPS scores.
Alterian's Real-Time CX Platform helped this insurance company understand its customer journey data and orchestrate an enhanced experience that better-qualified prospects, increased booking attendance, and increased conversions and additional services sales.
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Prospects booked broker appointments and didn't show. With no view of the end-to-end journey, the CX team couldn't see why. Here is what changed.
