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Business Challenge

Esurance provides personal auto insurance
direct to consumers online and through
select online agents. It is one of the fastest
growing auto insurance companies in the
United States with over 110,000 policy holders
to date. By combining the best of technology
with industry know-how, Esurance is
able to offer hassle-free auto insurance coverage
with 24/7 customer service and claims
handling at competitive prices.
T
o enhance its offerings to customers, Esurance
utilizes a customer engagement model
designed to facilitate all facets of the auto
insurance process, including quote attainment,
purchase of coverage and account
management.
According to a recent analyst report, two of
the most common reasons online consumers
contact customer service are pricing issues
and technical support questions. It is safe to
infer that a great percentage of consumers
abandon a site with similar questions without
bothering to contact customer service.
Esurance had attempted to address these
issues with self-service tools on their website.
However, the same survey found that
consumers are less satisfied with FAQs and
site search than they are with phone-based
customer service. Esurance recognized that
there was an opportunity to integrate the
offline telesales and online contact channels
to improve the online experience and potentially
increase conversion and customer
satisfaction.

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