Efficient automated support for Italian insurance broker
Protexa configured an assistant with automated service, lead qualification, and post-sale support integrated with Wix to improve customer experience.
Objective and result: Improved customer experience with quick and qualified responses, optimized lead capture process, and efficient support, while maintaining the possibility of human support in complex cases.
How Protexa structured this operation on WhatsApp.
Protexa is an Italian insurance broker offering products for individuals, companies, and professionals, with a mobile app for managing policies and quotes. It aimed to automate support to speed up responses and qualify contacts. Implement a virtual assistant that performs automatic support, captures qualified leads, offers post-sale support, and transfers to human support according to specific rules.
The assistant was configured with a professional and direct tone, answering questions and capturing emails for lead qualification. It has multiple active modules: lead capture with mandatory email question, post-sale support, knowledge base query, and transfer to human support when the client requests or shows dissatisfaction.
The strategy of Automated atendimento applied to the company's goal.
See how challenge, setup, and resources connect to transform conversations into a customer service, sales, marketing, or support operation.
Provide quick and accurate support for various insurance customer demands, from simple questions to complex needs requiring internal analysis or negotiation, ensuring quality and efficiency. Implement virtual assistant with modules for automatic support, lead capture and qualification, post-sale support, knowledge base, and specific rules for routing to human support when necessary.
How the flow of Automated atendimento works on WhatsApp.
Follow the steps used by the company and understand where AI, data, and the team come into the journey.
Next steps of this operation.
Importance of clear rules for transfer to human support
Value of integration with e-commerce platforms like Wix
Benefits of capturing qualified leads for the business
Efficiency of automated service in the insurance segment
Evaluate the expansion of the assistant with new modules, improve the knowledge base, and integrate more functionalities to increase automation and customer satisfaction.
Want to structure a similar operation on WhatsApp?
Use this case as a reference to combine AI agents, company data, automations, and human control according to your operation's goal.