An omni-channel solution for an improved roadside experience
To remain competitive in a sector where consumers perpetually seek to save money on their contract, or to benefit from service in real time, the market players must integrate new communication or service tools. Offering an optimized digital experience is then the necessary response to differentiate themselves.
Roadside assistance does not escape the digitalization of processes. This is why AXA Assistance Canada has deployed a unique ecosystem allowing clients to request assistance online, through a mobile site or chatbot.
Users can now request assistance in less than 2 minutes, a time saving of over 80% compared to the traditional method. Notifications on the progress of the file and the response time are shared on the chosen communication channel as well as by text message to allow a personalized omni-channel experience.
Thanks to this new process, every client can track their roadside assistance request and be reassured during this anxious time. This solution ensures tighter control of the estimated time of arrival of our providers and enhances the customer experience.
The addition of digital processes reduces our file processing time, which lowers the associated costs to offer a competitive rate on the market.
The client experience is at the core of our strategy and that is why we have realigned the customer journey to the market to provide an even higher quality of service in roadside assistance.
Don’t hesitate to contact us to learn more about this innovative offer.