Parachut Insurance collects post-call customer feedback

Challenge

Parachut Assurance is a major player in the field of personal insurance in France and Europe. With over one million insured individuals across the continent, they place the customer at the heart of all their decisions. In an effort to provide quality service, Parachut Assurance continuously works to improve customer satisfaction.

The teams at Parachut Assurance faced a significant challenge: understanding customer satisfaction with the quality of their phone support. With over 50,000 calls handled each year, it was essential for the company to gather accurate and actionable information on customers' experiences during these interactions.

Solutions

To address this issue, Parachut Assurance turned to AlloBrain and their AlloReview solution. At the end of each call, customers are invited to stay on the line to share their experience and satisfaction with the support provided. This simple system allows the company to collect feedback on approximately 1 in 4 calls, thus increasing their understanding of the quality of their support.

The feedback left by customers is analyzed in real-time to provide a personalized response based on the comments made. The results are presented on a dashboard, providing Parachut Assurance with a clear view of customer satisfaction by support topic, as well as identifying areas of frustration.

Results

Thanks to the AlloReview solution, Parachut Assurance was able to collect 5 times more feedback than before. The insights provided allowed the company to significantly improve the CSAT (Customer Satisfaction) rating of phone calls, increasing from 3 to 4.2 in just 5 months. This increase demonstrates the effectiveness of the AlloReview solution and AlloBrain's expertise in semantic analysis, providing a perfect understanding of the topics discussed by customers.

The collaboration between Parachut Assurance and AlloBrain has optimized customer satisfaction and identified areas for improvement in phone support. The results obtained demonstrate the importance of a high-performing semantic analysis solution for meeting the challenges faced by companies committed to the quality of their customer relationships.

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