Скачать или смотреть Shorten handle times to improve your service levels - Employee Family Protection

In this edition of Surfly SuperSurfers, Catherine Demers from Employee Family Protection, explains how they have been able to innovate their customer experience and adapt it to a remote world. As employees and customers were used to meeting in-person, EFP was faced with the challenge to create the same experience online. Using Surfly to update their digital user journeys by adding a layer of collaboration, EFP has been able to build stronger relationships with their customers. The ability to show the customer around, to annotate and collaborate within the comfort of their own website has shortened their handle times, giving them time to help more customers effectively, which led to higher service levels.

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Time stamps:

0:20 What challenges did you face in your digital journeys?
0:52 Moving offline interactions online with Surfly
1:52 How did Surfly improve your KPIs?
1:50 What feedback did you get from your agents?
2:22 The future of online interactions?