24/7 online chat service on your webpage… Is it possible?

24/7 online chat service on your webpage… Is it possible?
December 30, 2016 Denitsa Kozanova
24/7 customer service... Is it possible?

Codan is among the leading insurance companies within Scandinavia. But is everything calm and quiet just because you are a large and well-established company?

Not necessarily.

“We know that 35% of small but active businesses are uninsured, despite the fact that several of them have employees and must be insured.”

Is there a way to be better?

This is the question Monica Diaz is constantly asking herself. Monica is one of the Senior Managers at Codan, a leading Scandinavian insurance company. Currently, she is responsible for the SM Business.
Codan is already a market leader in Scandinavia with a more than 20% share of the corporate market. They also serve 320,000 private clients and 50,000 SMB companies. However, Monica knows that 35% of all SMB Companies in Denmark are still uninsured. This number implies that 35% of all Danish SMB companies can lose everything in the event of theft, fire, earthquake etc.
The risk for these companies is high and Monica is determined to raise awareness and enhance the dialogue with the SMB sector.

24/7 Dialogue with your customers

Codan found out that in order to improve the relationship with their customers, they have to be available for them – always. That is where Crowdio comes into play…
Codan had several years of experience with chat services before turning to Crowdio. They were usually “online” during the day and “offline” outside of working hours, a typical situation for the majority of companies. Working hours, however, represent only 20% of the whole year, and during the rest of the time, such as, evenings, holidays, weekends, companies usually stay disconnected from their clients. Many believe this is normal and that there’s nothing that should or could be done about that.
To her astonishment, Monica realised that 30% of all requests from the SMB segment were submitted between 4pm and 10pm and again, before 8am.  They were losing potential customers on a constant basis due to their online absence in the evenings and early mornings.
“We also saw that customers contacted us in the middle of the night and until that point, we were not able to answer these inquiries with our own employees” says Monica.

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“We know that 35% of small but active businesses are uninsured, despite the fact that several of them have employees and must be insured.”

Crowdio offered them the possibility to be available 24/7.

With the chat service offered by Crowdio, their employees were able to handle chats outside of the office and after normal working hours. It is, of course, on a voluntary basis, and they receive payment for their work.
Monica, who is the profile’s admin, can guide chats and send to those who will receive them. There is also the possibility to use external agents who are educated to handle chats. This mixture between using your own in-house resources along with external agents offers a great flexibility to all of Crowdio’s clients.
With Crowdio chat installed, Codan became available for all new customers and the positive results rolled in during the next few months. Additionally, Monica discovered that the requests, handled through the Crowdio chat widget, are a mix of existing customers and new ones. Being online was not only good for acquiring new clients, but it also turned out to be perfect for maintaining a high level of customer satisfaction.

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