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AXA boosts digital interactions with RingCentral partnership

In View Summary

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 omni-digital customer engagement

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.”

The Digital Insurer's View

Today customer needs are changing, with more emphasis on continual customer service and experience online. Many carriers like PNB Metlife and Chubb have already started investing heavily in improving the digital customer journey, demonstrating how important an on-demand digital customer experience, which provides proactive, customer-centric products and services, and a seamless customer journey is. The partnership between AXA and RingCentral is again a step in the right direction for incumbent insurers seeking to improve their online customer interaction and experience.

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