Using intelligence to optimize contact channel diversification: a case study

A hunger to accommodate for the varied needs of their customers is exactly why Centraal Beheer, a subsidiary of the Netherlands’ leading insurance company, recently decided to expand the contact channel availability on its website.

But rather than simply expanding, the brand also was also driven to personalize the diverse range of channels in order to improve the customer experience and increase sales.

Read the case study to learn how Now Interact helped Centraal Beheer:

• Achieve 42.5% conversion in consumer markets
• 57% conversion on SME contacts
• Personalize contact channels

The case study, shortlisted for the "Best Multi-Channel Customer Service" award at the 2016 ECCCSAs, can be downloaded by simply entering your details on the following form.