India’s leading Insurance company

With our expertise and strategic approach, we created a simplified and unique chatbot content flow to enhance the customer service for this leading Insurance company.

project

Project

Industry:

Insurance

Platform:

CRM

Services:

Content Strategy

services

Services

Content Strategy

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Problem Statement

To transform the lengthy and complex customer service content flow and reduce the average query handling time. Also, to personalize the voice and tone for the bot.

Understanding business needs and user requirements

Creating the right content strategy demanded a lot of brainstorming and precision to ensure that the conversational flow was user-centric.

  • 1. We had to reduce the average query handling time keeping in mind that all the relevant information is provided.
  • 2. To strategize personalized content and maintain a genuine conversational flow.
  • 3. Understanding the geographical location, mindset and the background of the target audience to simplify the language for better understanding.
  • 4. Bringing the customer to the centre of our narrative and also maintaining the focus on the services.

Workshop

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Ideation

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Brainstorm

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We pinned down required content strategy for the business and their users

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We strategically created layers of a customer service conversational flow to meet Insurance needs and requirements.

Building the Conversation Tree

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Based on the content capabilities and the organization objectives we defined the depth and structure of the flow of content.

Curated Content Distribution

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We ensured that valuable and relevant content was created for users to extract maximum benefit.

Created a Humanized Bot

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To reach out to maximum number of people we generated content in multiple languages.

Created Multi-lingual Content

Content is the ‘Voice of the Brand’and it leaves an imprint on the brand experience we create, at different stages of the customer journey.

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Our Redefining impact

We successfully created a personalized, simple and professional content flow

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With are expertise we not only helped in increasing the customer satisfaction ratio but also reduced the the average query handling time.
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We helped them reduce the training time by crafting a content strategy that was not only easy to understand but also easy to execute.
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Reduced

Operational cost
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Reduced

Lengthy processes throughut
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Increased

Customer engagement ratio
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Increased

operation efficiency

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From Ideation To Digital Transformation

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