Web Messaging Platform
Rolled out a web messaging platform at SelectQuote including workflow automation and bot testing that improved customer engagement and increased sales team efficiency by reducing handle time.
Overview
I led the deployment of SelectQuote's web messaging platform, a comprehensive customer communication solution that integrated workflow automation and intelligent bot capabilities to transform how we engaged with prospects and customers.
Challenge
SelectQuote's customer engagement was limited to phone and email, creating friction in the customer journey. Sales teams were spending too much time on repetitive tasks, and customers wanted modern, convenient communication options. We needed to modernize our communication channels while maintaining our high-touch service standards.
Solution
I partnered with engineering and customer experience teams to implement a web messaging platform with automated workflows and bot testing capabilities. The solution included intelligent routing, automated responses for common inquiries, and seamless handoffs to human agents when needed. We carefully designed workflows to balance automation with the personal touch SelectQuote is known for.
Impact
- Reduced average handle time for customer inquiries
- Improved customer engagement through convenient messaging options
- Increased sales team efficiency through workflow automation
- Enhanced customer satisfaction with faster response times