Digital Insurance Agenda

Unblu: The Conversational Platform for Financial Services

Written by Roger Peverelli and Reggy de Feniks - Founders The DIA Community on Jan 27, 2020

Unblu helps the world’s leading banks and insurance companies to improve customer experience and boost transactions. The Basel-based company helps the world’s leading financial institutions deliver an in-person experience online. They provide fully secure collaboration software enabling banks and insurance companies to substantially enrich the digital experience of their clients. 


The Unblu Conversational Platform has helped banks and insurance companies increase revenue and efficiency while reducing costs and improving customer digital interaction. Clients using their technology have cut customer support calls in half and they have increased customer satisfaction considerably, producing a 90% recommendation rate. Most people interact with their insurers less than once a year. With so few customer interactions, it’s critical that insurers deliver these experiences well.
One of their US customer for instance, AON had the following ​objectives​:

  • enable support staff to resolve issues quickly by understanding the context of the problem 
  • guide customers to resolve enquiry and complete transactions

The results after implementing Unblu:

  • AHT cut by 50%
  • If IT intervention needed: CSR takes screenshot and opens IT ticket
  • Substantial increase in customer satisfaction and decrease in complaints
  • Up to 4x increase of First Call Resolution for complex cases

“When a customer calls with an issue, it is a great customer experience to have a tool that the CSR can look live at the same page, line or word, the customer is questioning. The tool is excellent! Data fields that have sensitive information are redacted. Customers feel that their information is secure”.​ Nadia Melzer, Operations Manager @ AON

How it works

The Unblu Suite: Converse and collaborate with customers throughout their whole journey. And integrates easily with existing systems to provide a seamless and omni-channel customer experience.

All features are mobile optimized.

SDK allows you to seamlessly integrate Unblu into native mobile apps (IOS or Android).
Available for both customers and agents.
Both Cloud or on-premise deployment possible
No downloads required
Easily integrates with current infrastructure

Why we selected Unblu for DIA Munich
Unblu takes the hassle out of the claims process, so insurers can support their customers wherever and whenever they need assistance, at the roadside, at the airport, or in a hospital corridor. Unblu’s Conversational Platform for Financial Services empowers financial institutions to increase online conversions, deliver better customer experience and build successful business relationships.

 

Who is Unblu?
Unblu was founded in 2008 in Basel. The company has +50 employees and is headquartered in Basel, Switzerland. Unblu has offices and local staff in Germany, United Kingdom, United States and Czech Republic. 

Luc Haldimann is the co-founder, CEO, and Chairman of Unblu Inc. He has previously held a management position within OpenText. Other roles have included IXOS and the content management system producer Obtree, where he was also co-founder and Chairman.
Luc Haldimann graduated with a master’s degree in computer science from ETH Zurich.

“Help financial institutions to streamline their physical presence and offer a high level of customer service through centralized, virtual service centers. Our mission is to provide financial institutions with the best technology to enrich the digital experience of their clients by extending their customer’s touch points and collaboration capabilities.” Luc Haldimann, co-founder Unblu

Left: Stefan Hoppe, Sales Director Germany & Austria at Unblu GmbH Right: Lucius Giese, Sales Director Switzerland at Unblu Inc. 

https://www.unblu.com

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