An Post Insurance Improves Online Quoting Conversion Rate
The company
An Post Insurance is a wholly owned subsidiary of An Post, the national postal carrier for Ireland. They offer insurance and associated financial services to their customers.
The challenge
Improving the percentage of quotes completed on the website and reducing deflections to the call center.
Combining call listening and session replay pinpoints confusion points for our customers. We can quickly improve the customer experience by changing the wording and adding help text.
Results
Improved customer experience
Reduced call center volume
6%
uptick in conversion rate.
