Codans more than 120 customer service agents receive countless service calls with relatively complex insurance questions. As insurance questions are something customers in general often need to have clarified immediately, their customers naturally demand 24/7 service that is fast, timely, and accurate. In return, they had to hire more employees to answer service calls, live chats, and emails. Besides new hires being costly, it is also time-consuming to onboard until employees are fully functional. Basically, they needed to find a better solution.
By implementing Raffle Site Search and Workplace Search for Customer Service, Codan was able to effectively create 24/7 service on their website and stop excessive hires. By enabling customers to easily search for solutions themselves and provide them with the correct answers through Raffle Site Search in free text, Codan understood their customers' demands. Additionally, Customer Service Agents utilized Raffle Employee Search, which gave them answers to questions, met customer expectations, and improved their employees' work lives dramatically. They reduced Live Chats going through to their more than 120 Customer Service Agents by a stunning 42% within five weeks. Across Live chats, Calls, and emails, they had a reduction of an impressive 34%. Together with the implementation of Raffle Workplace Search and Site Search, Customer Service Agents could quickly get answers to customers, the Search time decreased by 96%, customers got 24/7 service, and the onboarding time for new hires decreased by 50%! Codan saves tens of thousands of dollars every month utilizing Raffle on both Site Search and Workplace Search.
Phones Ringing off the Hook
With increasing calls coming into the Call Center and only 120 employees, there became pressure to meet the demand to answer customer inquiries. Initially, they solved their customer service demand by hiring new employees. This required time for onboarding and was costly, yet for a moment solved their problem. Codans’ success is leading the company to scale its operations and, in doing so, hiring new employees to meet customer demands. Yet, they continued to witness a rise in incoming customer service calls that more employees could not solve as the long-term cost of time and money was starting to take its toll and customers' demand for 24/7 assistance. On top of that, customers wanted fast and accurate responses. Codan decided to continue their scale with a more digital approach and thus decided to use Raffle.
“Digitalization brought our customers closer to Codan and created a unique experience and solution to Customer Service.”
Scaling Customer Service Digitally
Codan realized the need for scaling their customer service digitally to curb the increasing calls and halt costly new hires by using Raffle. They were able to redirect customers from the Call Center to their website by utilizing the Raffle Site Search wherein customers could now easily find answers to their questions on the website 24/7. The Raffle Site Search automatically populates customers' trending questions or allows them to type, in their own words, questions into the search bar. Then inquiries are provided with various answers, and direct links for customer queries to be answered swiftly and accurately. With Raffle, Codan was able to offer a viable solution to its customer service problem with a straightforward implementation that continues to help the company grow and scale.
Improved Service and Opportunities for Growth with Raffle
After implementing Raffle into their web page, replacing the old traditional search engine, Codan discovered a reduction in their live chats by 42%, and incoming calls lowered by 17% due to more customers finding solutions via the web page. The Raffle Site Search quickly and accurately answered customers' queries allowing for 24/7 and personalized service to customers, increasing the customer experience and overall satisfaction. The reduction in customer service calls allowed employees more time to service customers over the phone and see where they could improve and grow their service abilities. Raffle Advanced Insights displays Content Gaps or customer questions that are yet to have answers, providing employees with knowledge on content that needs to be created. Additionally, the Raffle extension improved the company's internal search engine by lowering onboarding times as new employees had the company's knowledge and resources at their fingertips. Raffle provided Codan with a revolutionary Customer Service solution that not only solved their problem but also added value to the company's scaling and growth opportunities.