{"id":39505,"date":"2019-07-26T00:00:00","date_gmt":"2019-07-26T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/axa-embraces-the-rise-of-digital-customer-service\/"},"modified":"2020-08-27T00:56:24","modified_gmt":"2020-08-27T00:56:24","slug":"axa-embraces-the-rise-of-digital-customer-service","status":"publish","type":"post","link":"\/us\/en\/blog\/axa-embraces-the-rise-of-digital-customer-service\/","title":{"rendered":"AXA Embraces the Rise of Digital Customer Service"},"content":{"rendered":"<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-28777\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/Blog-Post-AXA-Video.jpg\" alt=\"\" width=\"1200\" height=\"675\" \/> <span style=\"font-weight: 400\">As part of its digital transformation, global insurance leader AXA is adopting new digital channels to communicate more efficiently with its customers. Discover how <\/span><b>RingCentral Engage Digital<\/b><span style=\"font-weight: 400\"> helps AXA to increase its digital <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-engagement\/\">customer engagement<\/a> and adopt the newest channels available to businesses.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\"><a href=\"https:\/\/www.youtube.com\/watch?v=jTGxxZKZPYI&amp;feature=youtu.be\">Watch the video<\/a> to discover the testimonials of the AXA Switzerland team.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><b>Harald Felgner<\/b><span style=\"font-weight: 400\"> &#8211; Digital Experience Designer, UX Innovation\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Christoph Schr\u00f6der<\/b><span style=\"font-weight: 400\"> &#8211; Head of Customer Care Front Office<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Sarina Blatter <\/b><span style=\"font-weight: 400\">&#8211; Head of Customer Care Back Office<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400\">A global leader in insurance adapting to its customers\u2019 habits<\/span><\/h2>\n<p><span style=\"font-weight: 400\">Established in 1859, global insurance leader AXA has more than <\/span><b>107 million<\/b><span style=\"font-weight: 400\"> customers across <\/span><b>61 countries<\/b><span style=\"font-weight: 400\">. <\/span><span style=\"font-weight: 400\">Its areas of expertise are applied to a range of products and services across three major business lines: property-casualty insurance, life &amp; savings, and asset management.<\/span><\/p>\n<p><span style=\"font-weight: 400\">AXA has launched the <\/span><b>Ambition 2020<\/b><span style=\"font-weight: 400\"> strategic plan to accelerate its transformation, meet customers\u2019 rapidly evolving needs and continue its growth.<\/span><\/p>\n<p><span style=\"font-weight: 400\">The company is driven by a customer-first approach, as Christoph Schr\u00f6der explains: <\/span><span style=\"font-weight: 400\">\u201cOne of our big goals is customer first, so we want to try to do everything for the customer and not for our internal processes.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400\">The company is innovating to adapt to its customers\u2019 expectations and their omni-channel habits. Customers are using multiple touchpoints to interact with companies, and <\/span><a href=\"https:\/\/www.ringcentral.com\/employee-engagement-customer-satisfaction-company-success\"><span style=\"font-weight: 400\">72% of them<\/span><\/a><span style=\"font-weight: 400\"> expect to use their favorite channel to engage with brands.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-28778\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/Engage-Digital-Customer-Story-Quote-1.png\" alt=\"\" width=\"1500\" height=\"843\" \/><\/p>\n<p><span style=\"font-weight: 400\">To adapt to the growth of messaging for customer service, the company adopted <\/span><b>Apple Business Chat<\/b><span style=\"font-weight: 400\"> and <\/span><b>WhatsApp Business Solution.<\/b><span style=\"font-weight: 400\"> Both messaging channels allow customers to contact the brand from apps they use daily.\u00a0 Rather than being constrained to opening hours and waiting on the phone, customers can send their requests at any time.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-28779\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/Engage-Digital-Customer-Story-Quote-2.png\" alt=\"\" width=\"1500\" height=\"843\" \/><\/p>\n<p><span style=\"font-weight: 400\">Since the launch, the company observed a strong interest from customers, with a <\/span><b>50% month-to-month increase<\/b><span style=\"font-weight: 400\"> in digital interactions.<\/span><\/p>\n<h2><span style=\"font-weight: 400\">An Omni-Digital approach with RingCentral Engage Digital<\/span><\/h2>\n<p><b>AXA<\/b><span style=\"font-weight: 400\"> is using <\/span><b>RingCentral Engage Digital<\/b><span style=\"font-weight: 400\"> to manage interactions from messaging and social media. Thanks to the platform\u2019s unified interface, each agent can answer enquiries from all channels rather than being dedicated to a single one.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Agents can handle multiple interactions at the same time and switch easily from one channel to another. AXA is defining the tool as very easy to use, requiring a short training time.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-28780\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/Engage-Digital-Customer-Story-Quote-3.png\" alt=\"\" width=\"1500\" height=\"843\" \/><\/p>\n<p>By using a single platform for digital channels, AXA is <b>providing faster answers<\/b> and enjoys <b>increased customer satisfaction<\/b>, as well as <b>better agent productivity<\/b>.<\/p>\n<p><b>Key results:\u00a0<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400\"><b>50%<\/b><span style=\"font-weight: 400\"> Month-over-month increase in digital interactions<\/span><\/li>\n<li style=\"font-weight: 400\"><b>10X <\/b><span style=\"font-weight: 400\">increase in case resolution<\/span><\/li>\n<li style=\"font-weight: 400\"><b>50%<\/b><span style=\"font-weight: 400\"> reduction in time to resolution<\/span><\/li>\n<\/ul>\n<blockquote><p><span style=\"font-weight: 400\">\u201cRingCentral Engage Digital changed the way we talk to our customers. We are much faster to react on a message, every customer is happier.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400\">Sarina Blatter, Head of Customer Care Back-Office<\/span><\/p><\/blockquote>\n<p><a href=\"https:\/\/www.ringcentral.com\/engage\"><span style=\"font-weight: 400\">Visit our website to learn how RingCentral Engage Digital<\/span><\/a><span style=\"font-weight: 400\"> can help you embrace the rise of digital customer service too!<\/span><\/p>\n<p><a href=\"https:\/\/netstorage.ringcentral.com\/case_studies\/uk\/axa.pdf\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"size-full wp-image-31867 aligncenter\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/AXA-EBook-EN.png\" alt=\"\" width=\"600\" height=\"200\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>As part of its digital transformation, global insurance leader AXA is adopting new digital channels to communicate more efficiently with its customers. Discover how RingCentral Engage Digital helps AXA to increase its digital customer engagement and adopt the newest channels available to businesses.\u00a0 Watch the video to discover the testimonials of the AXA Switzerland team. &#8230;<\/p>\n","protected":false},"author":291,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-39505","post","type-post","status-publish","format-standard","hentry","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>AXA Embraces the Rise of Digital Customer Service | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"As part of its digital transformation, global insurance leader AXA is adopting new digital channels to communicate more efficiently with its customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/axa-embraces-the-rise-of-digital-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AXA Embraces the Rise of Digital Customer Service\" \/>\n<meta property=\"og:description\" content=\"As part of its digital transformation, global insurance leader AXA is adopting new digital channels to communicate more efficiently with its customers.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/axa-embraces-the-rise-of-digital-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2019-07-26T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-08-27T00:56:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/web_home_HOME_def.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Adrien Lemaire\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Adrien Lemaire\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/axa-embraces-the-rise-of-digital-customer-service\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/axa-embraces-the-rise-of-digital-customer-service\/\"},\"author\":{\"name\":\"Adrien Lemaire\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/e3a16a1b0258694036e8deda52078e4a\"},\"headline\":\"AXA Embraces the Rise of Digital Customer Service\",\"datePublished\":\"2019-07-26T00:00:00+00:00\",\"dateModified\":\"2020-08-27T00:56:24+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/axa-embraces-the-rise-of-digital-customer-service\/\"},\"wordCount\":473,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"articleSection\":[\"Customer &amp; 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