Live Chat for customer assistance

Genertel is the only insurance company in Italy offering a Live Chat with a human operator, providing assistance both for sales and post sales inquiries with a premium customer service experience. Genertel guarantees an effective, efficient, innovative and on time service, also thanks to the professionalism of its new multi-channel Contact Center. Beside innovation, Genertel’s objective is to always meet customers’ needs, providing an “end-to-end” service in line with their expectations. People are engaged in dozens of multiple ongoing conversations, on all their devices and platforms. And when a phone actually rings, they are surprised that the machine in their hands is also a phone, too. So it’s only natural that Genertel offers its customers to just text, too. The customer service is there to immediately engage into a friendly chat with a Client, replying promptly to any inquiries. There are no bots and complicated algorithms – guys from the Contact Center reply in a friendly way, in human terms. The service is available on the company web site from desktop and mobile, or Genertel app and trough Facebook Messenger Prospects and clients can use the Chat for any kind of request: e.g. buying a new insurance product, managing current contracts, renewing expiring ones, claiming an accident or managing a claim settlement. Customers demonstrate their satisfaction evaluating the service with a score of 4,6 on 5. The service is actually available from 8:00 to 20:00 Monday to Saturday handling more than 30,000 contacts per month, diverting approximately 10% of the phone traffic.