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FOLKSAM

Folksam is one of Sweden’s leading insurance companies. Throughout its history, Folksam has aspired to be more than just an insurance provider, taking an active role in corporate social responsibility and placing a strong focus on its customers. In line with these goals, Folksam sought to enhance its online customer journey and ensure potential customers received the help they needed to complete their purchases.

 

For over a decade, Now Interact has partnered with Folksam to deliver an effective solution for efficiently identifying and assisting online visitors, preventing lost sales and improving the overall user experience.

 

Now Interact provides an AI-powered platform that seamlessly integrates into Folksam’s website. The system analyses visitor behaviour in real time, identifying users who may need help. It can then trigger personalised callback offers or display a personalised phone number precisely when users are most likely to benefit from assistance.

 

The flexibility of Now Interact’s solution makes it possible to fine-tune triggers in combination with powerful AI, ensuring that pop-ups appear only when visitors show genuine purchase intent. This approach prevents intrusive messaging and maintains a positive user experience.

 

Working closely together, Now Interact and Folksam’s teams have created a robust integration between our systems, giving agents powerful tools to deliver the best possible experience to customers. By focusing on actively engaged customers who need assistance, the contact centre team maximises its resources, providing valuable support at just the right time.

 

As a result, Folksam has seen a marked increase in sales, enhanced its online customer journey, increased conversions, and improved customer satisfaction. This collaboration demonstrates how a focus on customer experience, combined with smart technology, drives significant, measurable results in the insurance industry.

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