Laufen, June 2020. Unblu has been selected by EGK-Gesundheitskasse as the conversational platform provider for enhancing online customer advice. Thanks to the Unblu technology, implemented in 2019, EGK customers can talk and collaborate with their advisors from the comfort of their home. Through Live Chat and different co-browsing technologies the insurance company is providing the in-person experience online.
“Consultants are available via live chat, or accompany customers via the browser in real time through services and products - without long clicking around,” says Patrick Tanner, Head of ICT at EGK. “The offer is well received. So far, we have conducted a significant higher amount of effective both shorter and longer online consultations.”
Live Chat was implemented by EGK in order to increase availability and support in the moment that a customer needs help. Issues are now being resolved quicker and is enlarging EGK’s opportunity to build trust and convert website visitors into customers in real-time. The Co-Browsing capabilities on the other hand were given to EGK’s advisors as a tool to turn any online session into a memorable collaborative experience. Web applications and documents can now be collaborated and viewed simultaneously, allowing successful customer meetings.
“We are excited to have one of Switzerland's bigger health insurers on board, enhancing their daily business, but also getting their feedback on how to accelerate customer experience in this sector even more,” says Luc Haldimann, CEO at Unblu.