Case Study CSS VERSICHERUNG

CSS Insurance - personal and digital customer consulting


Swiss health insurer CSS understood early on that customer requirements have changed. In developing value-added offerings, the focus was placed on expanding digital channels and ensuring an omnichannel infrastructure.
 

"Our customers appreciate being able to express their concerns quickly and easily"

The Swiss health insurance company CSS understood very early that customer requirements have changed. In developing value-added offerings, the focus was placed on expanding digital channels and ensuring an omnichannel infrastructure.

For example, the myCSS customer portal and the myCSS app provide an overview of all insurance matters and a personal advisory function via messaging. In addition, advice via web chat is offered at selected digital places.

In this way, CSS guarantees simple, flexible and personal support throughout the entire customer journey, even in the digital environment, and that pays off: CSS achieves a four times higher conversion rate with prospects who use the web chat consultation.

Organizational specifics are also perfectly integrated. For example, the solution helps employees to work independently and on their own responsibility. Thanks to zip code routing, chat requests from the different Swiss cantons are routed to an employee with the appropriate language skills.

In addition, the web chat invitation is only visible to visitors when service staff are available. All in all, a solution that delights customers and employees alike.

Some of the most important results at a glance

  • Profile

    The Swiss health insurer CSS is the largest basic insurer in Switzerland with 1.34 million insured persons.

  • Solution

    In-app messaging: personal consultation in the myCSS app with integrated messenger.
    Web chat: Advice via web chat at selectedplaces.

  • Challenge

    CSS wants to be the benchmark for digital competence in the insurance market and provide a consistent customer experience across all channels.

  • Result

    Messaging is well accepted as a modern communication tool: CSS customers appreciate being able to express their concerns quickly and easily. Thanks to the web chat, CSS achieves a four times higher conversion rate.

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