Iunigo is the first 100% online Car Insurance Company in Argentina. This means that clients can manage their car insurance through an app. However, many functionalities regarding the handling of payments and visualization of the account statement, were not included in the app. Working alongside developers, I began to notice that the Customer Service Team needed constant support to answer basic customer claims.
So, we put together a chart to understand what were the reasons for customer complaints. This pie chart illustrates interactions between clients and Customer Service for a period of 6 months regarding questions about payments. The yellow area is Account Status (39%). Total amount of interactions (calls and messages): 6113.
Excessive customer's calls about the status of their accounts with questions such as: "I want to know when is my next payment date."
The first step was to understand if the users wanted to speak with a human or they would like to receive this type of information in a different way. So, I sent a survey to the clients that had previously asked about the status of their accounts and also added a like/dislike button to measure a new email with payment information. We measure this email for 3 months.
The result was really successful with over 1000 likes towards less than 15 dislikes. So next steps were:
As a team we defined an hypothesis based on research: Clients would stop contacting Customer Service to ask about next payment dates or past invoices if they have access to the information. We decided to make a roadmap to implement the different functionalities the Account Manager feature was expected to have.
We divided it into 3 development stages:
We defined the process goals to be measurables and have impact on claims, so we included marketing and CX team to help comunicate this feature to users. We used the following tools to measure this feature: