AXA which has partnered with RingCentral and through the use of its digital interaction platform, RingCentral Engage Digital, has seen a 50% month on month growth in its digital interactions. It has also seen a 50% decrease in the time needed to resolve customer issues coming through this channel.
The partnership started in 2018 at a time when AXA customer services team has been handling around 4,000 messages a month.
AXA has a strong social media presence on Facebook, Apple Business Chat and WhatsApp and also plans to launch its own chatbot.
RingCentral’s digital platform can recognise 70+ languages and uses an AI to help agents manage customer interactions more efficiently via all available channels. Customer IDs are also merged from across all channels allowing agents to have a 360 degree view of the customer.
Harald Felgner, Digital Experience Designer, UX innovation, AXA Switzerland, said: “Social media messaging services represent the next paradigm of interactions with customers. These types of interactions are a game changer. Without a solution like this, it wouldn’t have been possible for our company to enable one-to-one interactions with customers on so many touch points.”