Ms. Chorfa Yuktanun, Chief Marketing and Customer Officer of Generali Thailand, said "Creating superior customer satisfaction is a cornerstone in the insurance business. Over the past two decades of Generali's presence in Thailand, we have consistently committed to enhancing service quality, aligning with our core strategy, 'Lifetime Partner 24: Driving Growth,' that reinforces our leadership's dedication to customer-centric approaches and service innovation.
Generali Thailand has consistently organized activities and introduced innovative services for customers, including the 'Customer F.I.R.S.T.' campaign, which provides valued customers with exclusive entertainment, health services, beauty treatments, travel, and diverse workshops. Furthermore, the 'Customer F.I.R.S.T. Contact Center 1394' underscores the importance of the human touch by equipping employees with the knowledge and skills to provide '360-degree' comprehensive telephone information and support throughout the customer journey. This initiative utilizes technology to create a seamless customer experience, employing intelligent queue management systems to reduce wait times, telephone answering systems, and chatbots for smoother in-person transactions.
The company has expanded its services within the ecosystem through the GEN 365 app, strengthening connections with Generali's policyholders. These features include online doctor services, or 'Telemedicine,' for remote healthcare and a hospital search service called 'Find Hospital' for customized medical facility searches. Customers can also submit claims for medical expenses, check policy benefits, redeem benefits in various fields, and more."
"Following these actions, Generali achieved the highest Relational Net Promoter Score (RNPS). In addition, Generali Thailand was also honored with the CX Stars Award at the Advanced CX Mastery level by Twimbit, a research and advisory firm. Out of over 400 organizations across Asia, Generali Thailand stood out as one of the 26 organizations recognized for their innovative use of technology to create exceptional service experiences for their most valued customers. This approach underscores the principle of Customer Centricity, placing customers at the forefront of product and service development. Through innovation-driven service expansion and development, Generali ensures the consistent delivery of outstanding customer experiences. Meanwhile, in terms of the award selection process, the assessment is primarily based on four key criteria: Brand Experience, Digital Experience, Service Experience, and Employee Experience," added Ms. Chorfa.
Source: a publicist