At the turn of the year, the former car insurance company Dextra was given a new branding. This brought with it a new name and a new market presence: simpego has been the company's name since the beginning of the year. Already in the first quarter of the year, the insurance company developed new products outside its previous comfort zone (household insurance, building insurance, etc.). As part of the new strategy, simpego also decided to optimize the user experience on its website and introduce a chatbot.
Serge, the chatbot in flamingo shape, welcomes visitors to the service page and offers assistance for various use cases. For example, users can change their address independently or call up and download important documents. Serge also provides skilful support in the event of a claim: He not only records new claims, but also accepts inquiries about existing claims. The request is placed with Serge, and contact is then made by the service team. This means that the bot collects the necessary data and passes it on as an email to the appropriate department based on the content of the request. The service team then takes care of the matter immediately and contacts the respective customer. Using Serge not only eliminates long waiting times on the phone, but the bot also actively supports the customer service team in increasing its efficiency and productivity.