Case StudiesBespoke QA & Analytics Transform CX
Quality Assurance & Customer Intelligence Platform
Fortune 500 insurance provider was getting slammed with customers reaching out multiple times for a single claim. Manual processes and system delays created inefficiencies while inconsistent service quality led to customer dissatisfaction and increased escalations.
Leveraging ZV by Ubiquity's proprietary technology, ZViQ, the collaboration has focused on:.
Optimizing Claims EfficiencyAutomated evaluation forms to track customer interactions throughout claim lifecycle.
Improving Quality Assurance Validated automated notes accuracy and redesigned QA guidelines, leading to faster handle times and higher QA scores.
Refine Customer Experience P rovided actionable insights into root causes of repeated contacts, offering strategies for improvement, including behavioral and operational enhancements.
Rank in Global Teams
To Target for CSAT
Productivity Increase
