Leading platform for cloud communications, Twilio, recently revealed news that Cover has chosen the Twilio Flex platform to power customer satisfaction. Twilio Flex is the programmable contact centre platform from Twilio. This solution provided Cover, a nationally-licensed brokerage and MGA with the tools to build a custom contact centre. The solution delivers a differentiate agent user and customer experience, with frictionless and personalised solutions.
Thanks to Twilio, Cover can continue to build its relationship as a company delivering frictionless and personalised insurance buying solutions by connecting users with expert advisors that offer quotes via 30 carriers through a mobile app.
Disrupting the Insurance Industry
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Ben Aneesh[/caption]
Cover has a mission to disrupt the way that people access and purchase insurance, using a combination of expert advice, automation, and mobile technology. To achieve its goals, the company needs to deliver a customer experience that drives a more personalised approach. The mobile-first platform used Twilio Flex to deliver an enhanced on-demand customer service, with 57% faster response times and an 8% higher resolution rate.
According to the Co-founder of Cover, Ben Aneesh, the company was looking for a solution that would allow it to modify every aspect of the contact centre. Twilio Flex seemed to be the most configurable and customisable option in the market. It was the solution that Cover chose to achieve its goals of delivering on-demand customer service in a more efficient and personalised way.