Maxime Hess, Commercial Director for PC at FMA Assurances, shared his testimonial with us on the use and impact of tolk.ai chatbots to improve customer relationships and generate more quotes.
FMA Assurances: a structured customer service operation thanks to our chatbots
FMA Assurances has 130 employees and operates as a wholesale broker. It works with several insurers to offer tailor-made products suited to customers.
The customer service department is made up of three teams. 25 employees handle inbound flows via telephony, websites, and other channels. FMA insures its customers under different brands, such as Houda, Harley-Davidson, and BMW Motorrad Assurance.
In 2021, the company decided to work with Tolk.ai to improve the customer experience.
“The goal for us was to give our customers more autonomy by instantly answering all the questions they might have when taking out a policy, requesting a quote, or asking questions about claims management.”
– Maxime HESS, Commercial Director for P
According to FMA Assurances, implementing the chatbots was simple and seamless. Today, 6 chatbots are deployed across different websites to answer a wide range of questions.
The initial learning phase made it possible to validate the relevance of the answers and benefit from useful feedback. The chatbots also facilitate customer onboarding by highlighting the most popular questions based on observed usage.
Tangible results after one year of using chatbots
At present, after one year of use:
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30% of customers are assisted during closing hours
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Logins to customer portals increased by 20%
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99% of the responses provided by Tolk.ai are fully automated
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The quote conversion rate increased by around 20% thanks to links embedded in the chat
The chatbots also make it possible to prioritize urgent requests. An automated email alerts the customer service team to ensure a rapid response.