Enabled Customer Service Agents to Resolve Policyholder Issues Faster with Self Help and Smart Tips

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The insurance company struggled with inconsistent customer service processes and a high volume of "how-to" queries from customer service agents, leading to poor customer satisfaction. By implementing Whatfix’s Self Help and Smart Tips on the NICE CXOne platform, the company standardized support processes, improved agent productivity, and enhanced the overall policyholder experience.

Customer service agents heavily relied on the IT team to resolve a high volume of “how-to” support queries due to low usage and navigation challenges on the NICE CXOne platform. The lack of familiarity with the platform led agents to follow different processes to complete the same tasks, resulting in inconsistent customer journeys and experiences. This inconsistency increased call duration and time to resolution, negatively impacting CSAT (Customer Satisfaction) and NPS (Net Promoter Score) scores, while also reducing agent productivity.

Whatfix enabled customer service agents with Self Help that provided contextual support based on the policyholder's state and policy type, along with multi-format content available for 24/7 assistance. Smart Tips were embedded throughout NICE CXOne workflows to guide agents on state-specific guidelines for particular cases, such as catastrophe claims processing events. Additionally, Smart Tips with a call closing step Flow were implemented to ensure all data points were captured and next steps were clearly defined.