SAN FRANCISCO--Esurance, a direct-to-consumer personal auto insurance company, announced the launch of its new service powered by eStara, Inc. eStara's Push to Talk is a fully-hosted, Voice over the Internet (VoIP) "click to call" service, the most widely-deployed service of its kind in the world. The click to call feature allows Esurance customers to click a button to speak with an Esurance insurance advisor directly from Esurance's Web site, from PC-to-phone or through phone-to-phone calls.
Tom Capp, Esurance's Director of Telesales, explained, "Many customers have let us know that they think the click to call technology is 'cool.' They really appreciate the fact that it routes them immediately to the right person, versus having to keep dialing to get to the appropriate person through an IVR." Capp continued, "Now, customers can also let us know when it's best for us to talk to them -- right away or a little later. The ability to schedule a future call is really useful for our customers who still have dial-up modems, whether that customer's interested in buying policy or in taking care of their post-purchase verification."
Based on the first three months of the click to call deployment, Esurance has found:
-- More Inbound Contact. When a Customer Sees His/Her Price. Deploying the click to call service has increased purchase inquiries by 30%. "When customers get their quotes, they have a lot of understandable questions about their price, our company, etc. It's great that potential policyholders now have another way to get in touch with us," stated Capp.
-- Higher Conversions from Click to Call Users. Capp continued, "Anytime you start talking to someone, you can answer the questions they need answered before they buy." Because customers tend to convert more over the phone, Esurance gets better conversion using eStara.
-- Stronger Customer Satisfaction."It's not just sales that have improved, but we've also improved the customer experience we provide to our policyholders," Capp added. By adding click to call functionality on a page seen by new policyholders, Esurance was able to better handle some rather complex verification processes.
Gary Tolman, Esurance President & CEO, stated, "We have an award-winning Web site and some of the highest customer satisfaction ratings in the insurance industry. To sustain such excellence, it's imperative that we continue to innovate online, particularly in terms of offering features that represent real benefits for our customers. eStara's click to call technology represents such an innovation, making it easier for customers to get their questions answered immediately and helping us deliver on providing a hassle-free experience for our customers."
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