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Google rating correction with hypt: Helvetia Bern increases its Google rating from 2.7 to 4.3
AUSGANGSLAGE
In the insurance industry in particular, online reputation is a challenge: Dissatisfied customers often express their frustration publicly, which, due to negative bias, leads to a distorted and unrepresentative image of the insurance company. Against this background, Helvetia Bern has set itself the goal of specifically improving its online reputation. The central question was how an authentic and current opinion of customers can be displayed online. The focus was on actively motivating satisfied customers to leave a review on Google. At the same time, customer satisfaction should be continuously increased by systematically collecting feedback in order to create a solid basis for positive reviews.
ZIEL
Activate happy customers
Boosting online reputation through Google reviews
More and up-to-date customer feedback
Improving customer satisfaction measurement
Generate personalized recommendations
Acquiring new customers
Einsatz Empfehlungs- und Feedbacklösung hypt
After each consultation, Helvetia Bern customers receive an individual QR code from their consultant. This leads to a short, interactive chat conversation with “Clara”, Helvetia's friendly avatar. Clara asks customers for anonymous feedback in a fun and user-friendly way.
The incoming feedback is forwarded directly to consultants and enables them to measure their performance directly for the first time. In the chat, satisfied customers are encouraged to recommend their positive experience via messenger services such as WhatsApp and leave a review on Google. The recommendation message contains a special link that recipients can use to book an appointment directly with the respective consultant.
Dissatisfied customers can also express their complaints directly. This feedback is also passed on to the responsible consultants, which allows targeted improvement opportunities to be identified. This not only specifically activates word-of-mouth advertising, but also creates the opportunity to directly improve customer experiences.
Ergebnis
Google rating from 2.7 to 4.3
The average Google rating of the Bern general agency rose by 1.6 stars.
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Motivation boost
The consultants received motivating feedback on a daily basis through the direct transmission of feedback
Qualitative leads
The successful recommendations, which included a direct appointment link to the respective consultants, enabled numerous new appointments to be generated.
The feedback and recommendations are collected anonymously in the HYPT dashboard, the “hyperspace.” This tool enables management to identify targeted optimization potential to increase customer satisfaction and to derive appropriate measures.
At the same time, the feedback is forwarded directly to the mailbox of the respective consultants, which enables them to reflect on their customer work in a measurable and personal way.
Direct contact proved particularly effective after negative customer experiences: The majority of dissatisfied customers were subsequently satisfied or even impressed.
In addition, recommendations from satisfied customers led to a significant generation of new leads for Helvetia Bern.
success story
By implementing hypt, Helvetia Bern was not only able to significantly increase its online reputation and the generation of high-quality leads, but also sustainably improve the internal motivation of employees and quality assurance.
Your strongest sales channel has been hiding in plain sight – time to use it
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