InsuranceSourced
Case Study: An Post Insurance lifts online quote conversion 6% with Glassbox
An Post Insurance Case StudySourced & dated by Case Study Desk
Key results
The challenge
An Post Insurance wanted to increase the share of online insurance quotes completed on its website while reducing customer deflections to the call center.
The solution
The team combined call listening with Glassbox session replay to identify confusion points in the quote journey, then improved the experience with clearer wording and contextual help text.
“Combining call listening and session replay pinpoints confusion points for our customers. We can quickly improve the customer experience by changing the wording and adding help text.”
LMLisa MelarkeyFormer Head of Digital and Omnichannel Sales, An Post Insurance
The results, in context
Glassbox reports a 6% uptick in conversion rate after An Post Insurance clarified wording and added help text at the points of confusion identified through combined call listening and session replay.
Products used
Glassbox Session ReplayGlassbox Digital Experience Analytics