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As a global health insurance leader, Bupa increases customer satisfaction with LiveEngage

Challenge

Health insurance leader Bupa believes in a customer-centric model where business decisions are driven based on customer feedback. Before engaging with LivePerson, many of Bupa’s prospective digital customers found it challenging to understand the complexities of health insurance when getting a quote and applying for insurance. Bupa wanted customers to be able to reach them in the consumer’s channel of choice, at a time convenient to them. Because of this, Bupa elected to adopt a digital engagement strategy and deploy LivePerson’s LiveEngage platform to complement its traditional communication channels.

Solution

With LiveEngage, Bupa has the ability to not only handle incoming inquiries easily and efficiently, but Bupa customer care agents can also proactively engage with customers browsing the website. While the consumer may not be ready to buy, Bupa agents are able to walk customers through applications and options, answer any questions and help take the guesswork out of health insurance; all from the convenience of their own lounge room. The ability to engage with customers through the website is also solving language barriers as those who speak English as a second language can now take the time to digest conversations before responding. Putting their customers first, Bupa has also deployed Mandarin-speaking consultants to bridge the language gap and better serve their current and prospective customers.

Beyond the initial deployment, LivePerson has continued to support Bupa to ensure the platform still meets consumer expectations for digital engagement. With round-the-clock platform consultation and innovation, Bupa can continually stay one step ahead of their competitors.

Results

Implementing the LiveEngage platform has enabled Bupa to enhanced its connections with its customers, and continue to help people live longer, healthier, happier lives. On the new platform, Bupa saw a +10 increase in CSAT, with an NPS sitting at a +54. Due to the popularity of web chat, the Bupa digital engagement team doubled within the first six months of deployment to better handle consumer demand. Bupa also found that not only are those who chat with a customer service agent 13x more likely to buy than those who self-serve, there is also an increase of over 80% on the average sale.