Unipol Gruppo is a leading insurance group in the Italian market, and boasts a top 10 presence in Europe as a whole. The organisation has a total of 12,000 employees who serve 16.8 million customers, closing 2023 with a direct insurance income of €15.1 billion.

UnipolSai is an insurance company within the Unipol Gruppo, focused on the home Italian market, with particularly strong footholds in the health and motor insurance sector.

UnipolSai stands out for the strength of its customer experience, and offers an app that is designed to ensure customer needs are always met. To maintain the high level of customer satisfaction that they currently enjoy, the team is looking to further enhance the app experience, and have turned to Unblu’s Digital Interaction Platform for support.

The collaboration involves incorporating Co-Apping capabilities to the company’s app, empowering the agent to more efficiently and effectively guide and support the customer.

“We believe that the quality of our service needs to be equally excellent across all touch points,” said Lorenzo Baraldo, Head of Digital & Omnichannel Channels. “If a customer contacts us on the phone, website, or via our app, they should have access to the highest level of support no matter the channel. Unblu, with its native Co-Apping capabilities, will allow us to offer an enhanced service experience on the app that matches what is possible on the website.”

“Many Co-Browsing offerings on the market simply share the mobile version of the internet browser, which is not ideal in an app format,” explains Jens Rabe, Co-CEO at Unblu. “Co-Apping, on the other hand, is a native tool that allows both parties to collaborate from within the app itself. We believe this functionality is exactly what UnipolSai needs to enhance their mobile support experience and maintain their excellent satisfaction scores.”

Alongside Co-Apping, Unblu is also providing UnipolSai with automatic message recording options to aid them in remaining on top of any compliance regulations.

About Unblu
Unblu is a Digital Interaction Platform that empowers financial organisations to develop trusting and value-generating relationships through hybrid engagement solutions. With Unblu, organisations are better able to connect with customers in a compliant, authentic, and meaningful way. The product portfolio offers a mix of advanced AI capabilities, collaborative digital tools, and innovative in-branch experiences.

Read the original article here.