Together with our partners from ClickAttack we’ve helped develop a customer service chatbot solution for UNIQA osiguranje Hrvatska.

This case study takes a closer look at how we helped UNIQA osiguranje reduce the workload on their Customer Support, improve user experience, and expand customer base using a custom-built chatbot.

About the client

UNIQA osiguranje Hrvatska is the Croatian subsidiary of UNIQA Group, one of the leading insurance companies in Austria, Central Europe, and Eastern Europe. UNIQA has been operating successfully in Croatia for 22 years.
To keep up with that trend, UNIQA decided to improve its digital presence and communication by increasing customer support efficiency and reducing agent workload.

A unique solution to UNIQA’s problems

The two main challenges we needed to overcome:

1. Reduce workload on Customer Support. Around 50-60% of the voice calls UNIQA’s Customer Support received were simple issues. These simple issues usually don’t require the services of a live agent, so UNIQA wanted us to find a more efficient way to solve them.
2. Expand the customer base by appealing to the younger audiences. It was agreed that the best way to achieve this is to make better use of UNIQA’s digital channels.

As a solution to these problems, we’ve introduced and developed a customer service chatbot which was available on Viber, Facebook Messenger and UNIQA’s website.

Why use a customer service chatbot?

As reported by IBM, „Chatbots can help businesses save on customer service costs by speeding up response times, freeing up agents for more challenging work, and answering up to 80% of routine questions“.

Although most users still prefer contacting an agent over a chatbot, according to Chatbots Magazine, users also recognize several chatbot advantages. These advantages refer to chatbots being available 24/7, reducing hold times and quick routing to the right agent.

Which means that, for some users, it’s still more practical to have a chatbot handle certain tasks than having to wait on customer service help. It’s been reported by the Chatbots Magazine that, on average, „Business leaders say chatbots have increased their customer support satisfaction scores by 24%“.

Besides that, messages sent over chatbots have a significantly higher open rate when compared to, e.g. email. Average open rate for email is around 20. In UNIQA’s case, they’ve used a chatbot to send broadcast messages to their targeted audience. More than 70% of UNIQA chatbot subscribers read the message within an hour of receiving it.

UNIQA Chatbot Features

The chatbot has the same features on all channels (Viber, Facebook Messenger i UNIQA-ina web stranica). Through it, users can:

• get information on UNIQA’s products in one place
• request and receive insurance offers
• buy insurance policies online via the UNIQA’s webshop
• report insurance claims

In case the user has a more complex problem to solve, we’ve added an option for the user to request that a live agent takes over communication.

See the interaction with the chatbot in the video below:

Chatbot promotion using Viber stickers

UNIQUA’s promotion of the chatbot on Viber started through launching a Sticker campaign. Every Viber user who sent UNIQA’s personalized sticker automatically subscribed to their chatbot on Viber.

As a result, more than 54 000 people subscribed to the Chatbot in just a few days!

Conclusion – how our customer service chatbot helped UNIQA:

The problem of the Customer Support overload was solved

We designed the customer service chatbot in a way that it can process simple issues (which made up more than half of all voice calls UNIQA’s Customer Support received). This saved UNIQA’s resources as Customer Support agents got to focus on solving more complex issues. With less workload, they were able to take better care of their customers and improve overall customer satisfaction.

Overall customer experience improved and customer engagement increased

The Viber sticker campaign was efficient in helping UNIQA quickly grow to 54 000 subscribers in just a few days after launching. Sticker campaign worked especially well in attracting younger audiences.

Increased message open rates

UNIQA uses the chatbot on Viber to send broadcast messages to their subscribers. More than 70% of the subscribers have seen the message within the first hour of receiving it.

As the client says:

“By handing over the simplest queries to the Chatbot, we were able to reduce the workload on our Customer Support and achieve more personalized communication with our customers using popular messaging platforms. Overall, ClickAttack and NTH have helped us with our long-term goal of delivering the best possible experience to our existing and future clients.”

Luka Posedi
Head of digitalization and new technologies, UNIQA osiguranje Hrvatska

Are you interested in a similar solution for your company? We can find and develop the right digital solutions to overcome your specific business problems. Feel free to contact us or learn more about the business communication solutions we offer here.