More and more companies understand that growing profitably in a highly competitive environment means listening to customers and meeting their needs. MAPFRE is keenly aware of this and seeks to differentiate itself with this initiative by putting the client at the center and attending to their needs in a unique, personalized and transformative manner.
What if you could know better what their pains and expectations are towards their insurance? Are we really sure to know what issues concern your clients most? By identifying these aspects while detecting their degree of emotional attachment to the insurance we can get serve them better and foresee their true needs.
In this context, Verbatims was born - a platform built on a cognitive model that extracts client insights to visualize and analyze them in an industrialized manner, leading to an improvement in the insurer's response, the most appropriate action channel, the action itself and the timing of same.
MAPFRE Spain annually has more than 3,600,000 NPS® surveys, sent to clients, with a response rate of around 22%, of which approximately 33% have free comments from the clients. Verbatims was the perfect solution to drill down into these comments to process and synthesize unstructured data.
Benefits and competitive advantages of the solution:
• To leverage machine-learning and natural language processing to extract actionable insights.
• To have a 360º Vision of the client integrating their live voice in the analytical knowledge that we already have.
• To identify the aspects that generate satisfaction and dissatisfaction of our clients, and their reasons, while detecting, from their comments and expressions, their degree of emotional bonding with the brand.
• Optimize resource management by increasing capacity and performance when crossing a lot of data at high speed.
• Offer a higher quality in customer service, having available more and better-quality information on our clients and their needs, more efficient customer care management and service provision tracking.
• Decision-making based on data facilitates both the improvement of processes and definition of our strategy as well as the optimization of the capacity of immediate response to the client, taking advantage of every opportunity to retain, build loyalty and generate greater engage.
