Challenge:

More than 1.7 million phone calls reach CSS every year with questions about premium adjustments, general inquiries regarding benefit statements, claims, or supplementary insurances. CSS customers expect short waiting times and competent answers to all their questions.

Solution:

The intelligent customer dialog automation solution allows CSS to offer its customers a convenient call-back option to avoid spending a long time on hold. This helps reduce traffic during peak times by moving calls to less busy hours. Customer requests submitted by phone are written automatically to the CRM thanks to Spitch Virtual Assistant. CSS employees can prepare themselves for the dialog with customers in advance.