Allianz Uncovers How They're Getting 90% Positive Reviews From Their Customers with Landbot

"Allianz" means being there for people, alongside them. It's about knowing what they need and being there to help, both before and after a problem has occurred. It's about caring for their customers as if they were part of their own family.

3
WEEKS TIME TO DEVELOP
18K+
CUSTOMERS USED THE CHATBOT
90%
AVERAGE POSITIVE RATINGS
3
WEEKS TIME TO DEVELOP
18K+
CUSTOMERS USED THE CHATBOT
90%
AVERAGE POSITIVE RATINGS
landbot case study allianz
COMPANY

Allianz is the #1 insurance brand in the world.

HEADQUARTERS

Allianz Benelux is located in Rotterdam 🇳🇱, Brussels 🇧🇪 & Luxemburg 🇱🇺

EMPLOYEES

2,500 in the Benelux & 150,000+ worldwide

INDUSTRY

Financial Industry

AGENCY PARTNERS
3
WEEKS TIME TO DEVELOP
18K+
CUSTOMERS USED THE CHATBOT
90%
AVERAGE POSITIVE RATINGS
landbot case study allianz
COMPANY

Allianz is the #1 insurance brand in the world.

HEADQUARTERS

Allianz Benelux is located in Rotterdam 🇳🇱, Brussels 🇧🇪 & Luxemburg 🇱🇺

EMPLOYEES

2,500 in the Benelux & 150,000+ worldwide

INDUSTRY

Financial Industry

The insurance industry was hit hard by the pandemic and has suffered significant losses* due to Covid-19 related effects. To counter this, insurers are set to channel considerable efforts into funding digital transformation. Leading this is Allianz, the number one insurance company in the world and one of the most valuable global brands, with its strong focus on customer experience and digital innovation.

landbot case study challenge
THE CHALLENGE

Creating awareness about animal cruelty and improving engagement with prospective donors to improve leads

Simplifying the claim process for the insurance products using conversational experiences.

A complex multi-product market

Insurance firms have become increasingly complex over the years, thanks to acquisitions and product proliferation. There are various versions of the same product, numerous application platforms in use, and market demand for custom products based on geography, agency profile, or niche creation.

Allianz offers a wide range of products for private and commercial customers, covering property, accident, life, health, and many other areas. In the last two years, the team at Allianz Benelux collected more than 92,000 unique words people look for when they search on their website.

Our product portfolio is so complicated. We have a lot of different types of insurance, and each product has a lot of variations. Every variation has its claim form and/or support number. It was barely possible for a customer to call the right support number or choose the correct form to file their claim.

Stefan van Ballegooie | Conversion Specialist, Allianz Benelux

Conversational UX -  the need of the hour

It's no secret that the insurance industry is lagging behind other sectors in the realm of User Experience (UX ). Forms are one of the most tedious aspects of online interactions; they require a lot of information, and it's hard to present questions in a user-friendly way.

We wanted to develop a decision aid tool that would always be available. A tool that would make the customer happy and which would continuously be improved. That's why we set up three goals: help is available 24/7, >85% of the feedback is positive and negative feedback gets converted into an improvement within 24hrs. We also wanted that the initiative would meet these criteria: simple, digital, and scalable.

To deliver the best user experience to their customers, insurance companies need to understand how their users are actually using the existing platforms. This presents technical challenges for some, especially when it comes to tracking from a main "multi-product catalog" website all the way through to the correct support numbers and forms.

Claim the claim

landbot case study allianz

Customers usually make a claim in hours of distress, and it’s also then that they reap the benefits of their insurance policies and experience the actual value of the premium paid. Hence, Allianz wanted to reduce the friction & make the claim application process quick, seamless, and as easy as possible for its customers.

landbot case study solution
THE SOLUTION

Building localized bots to aggregate customer support information & create an automated feedback loop.

Two teams and a simple bot

The Allianz Benelux Business Transformation Unit ( BTU ) and Customer Care Center ( CCC ) teams collaborated and created a chatbot to make this initiative possible. They worked outside of their regular projects for 2020 to develop the bot, testing and implementing it within just three weeks.

Realtime sync with customers & data

After implementation, the chatbot was monitored continuously using the built-in data analysis capabilities of Landbot. Continual improvements were made to the bot using the drop-off analysis feature and feedback from the customers. The feedback was then relayed in real-time to the team’s Slack channel using Landbot's built-in native app integrations. Next, it triggered ticket creation in Trello, where this feedback was converted into a point of improvement.

Making it powerful - Taming complexity & adding structure

In the past couple of years, the Allianz team gathered more than 92,000 unique terms people use in our search engine on the website. We analyzed them and used them as input for our chatbot.

All keywords around insurance were categorized; the categorized keywords were then linked to an insurance product and a web destination, the chatbot was developed and then tested by different people in their organization and experts from the market.

48 hours party people

A challenge lay ahead for Stefan. They had to develop a chatbot that could be scaled to different regions, as the demands of the Benelux union required. Hence, he took the help of another colleague from the Belgium department to work synchronously on the no-code Landbot bot builder. They scaled the bot across the Benelux union serving Dutch and German speaking customers in an intensive 48-hour hackathon ( snacks included ) and tested it with various departments from the Belgium office.

landbot whatsapp chat stars of africawhatsapp chat stars of africawhatsapp chat stars of africa landbot
whatsapp landbot stars of africa case studies
whatsapp landbot stars of africa case study chats
whatsapp stars of africa case study
WA Chatbot DisplayWA Chatbot DisplayWA Chatbot Display
WA Chatbot DisplayWA Chatbot DisplayWA Chatbot Display
WA Chatbot DisplayWA Chatbot Display
WA Chatbot DisplayWA Chatbot Display
WA Chatbot DisplayWA Chatbot Display
case study landbot convosight image 4case study landbot convosight image 1
case study landbot convosight image 4case study landbot convosight image 1
case study landbot convosight image 1case study landbot convosight image 2case study landbot convosight image 3
case study landbot convosight image 1case study landbot convosight image 2
case study landbot convosight image 3
Step 4 - Campaign assets submission, review & approval
case study landbot convosight image 9case study landbot convosight image 5case study landbot convosight image 6
case study landbot convosight image 7case study landbot convosight image 8
case study landbot convosight image 9case study landbot convosight image 5
case study landbot convosight image 6case study landbot convosight image 7
case study landbot convosight image 8
case study landbot convosight image 10case study landbot convosight image 11case study landbot convosight image 12
case study landbot convosight image 13case study landbot convosight image 14
case study landbot convosight image 10case study landbot convosight image 11
case study landbot convosight image 12case study landbot convosight image 7
case study landbot convosight image 14
case study landbot convosight image 1case study landbot convosight image 2case study landbot convosight image 3
WA Chatbot DisplayWA Chatbot DisplayWA Chatbot Display
whatsapp landbot stars of africa case studywhatsapp stars of africa landbot case studystars of africa landbot case study whatsapp
stars africa landbot case studystars of africa landbot case study
whatsapp landbot stars of africa case studies chats bot
whatsapp landbot stars of africa case study
whatsapp landbot stars of africa
chats whatsapp landbot stars of africa case study
whatsapp landbot stars of africa case study chats
whatsapp landbot stars of africa case study chat
chat whatsapp landbot stars of africa case study
whatsapp landbot stars of africa case study chat
landbot stars of africa case study whatsapp
whatsapp landbot stars of africa case study chatchat whatsapp landbot stars of africa case studywhatsapp landbot stars of africa case study chat
chat whatsapp landbot stars of africa case studywhatsapp landbot stars of africa case study chatlandbot stars of africa case study whatsapp
customer 3rd person
quote pink
My origins are in ecommerce where lead generation can be complex. Thanks to Landbot we achieved improvements of up to 400% in 3 months, with the same advertising expense.
Marco Borsani

Conversion Specialist, Allianz Benelux

customer 2nd person
quote mark blue
Landbot allow us to go beyond the simple concept of chatbot or livechat and to provide to our customer and even to ourselves a complete and immersive conversational experience.
Lara Petraglia

Marketing Manager | Conversational Design

landbot case study results
THE RESULTS

Achieving 90% positive rating from over 18,000 customers with a simple, digital, and scalable solution.

Within a year more than 18,000 customers used the chatbot with 90% positive feedback ratings. Also, since it was one of their main goals, the team converted 100 points of feedback into improvements within 24 hours after the first notification.

Last but not least, Stefan and the team discovered that people searched for insurances they didn't even know existed in their portfolio.

The dutch language version of the chatbot for Allianz Belgium went live in 2020 and is currently getting a 93% positive feedback rating from customers.

While having this conversation, Stefan and the team were already working on the french language version of the chatbot.

Now, we can help our customers find the correct form or support number to file their claim, and every customer comes to the right destination within a minute. With Landbot, we created simplicity out of complexity.

Stefan van Ballegooie | Conversion Specialist, Allianz Benelux

CAMPAIGN TYPE
Conversational Design Bot-Powered eCommerce Campaign for an aluminum planter manufacturer.
Conversational Design Graphic
RESULTS
Close to 5,000 chats with 40%+ conversion to lead and a CPL of 1.71€.
CAMPAIGN TYPE
Own Conversational Design Bot-Powered Facebook Campaign.
Conversational Design Graphic
RESULTS
Over 64% lead conversion with 345 completed chats out of 536, with a CPL of 2.44$.
CAMPAIGN TYPE
Landbot on a full landing page + integration with Active Campaign for the email marketing campaign.
SOAP Graphic
RESULTS
From 6665 emails sent, the open email rate was 73.64%, and 61.97% of clicks.
CAMPAIGN TYPE
Levels of engagement - email marketing campaign
SOAP Graphic
RESULTS
In red, the number of opened emails are the biggest slice of the pie chart.
LEADS GENERATED
Number of leads acquired using a standard landing page VS using Landbot for lead generation.
552
😑 Landing Page
3588
🏆 Landbot
4000
3000
2000
1000
500
0
RESULTS
552 leads acquired with a landing page VS 3,588 leads using Landbot.
COST PER LEAD (CPL)
Cost per lead results when using a landing page instead of using Landbot.
Landing Page 😒
CPL of over
650$
Landbot 🚀
CPL below 400$
RESULTS
CPL of over 650$ when using a landing page VS less than 400$ with Landbot.
landbot logo white
GROWTH WITH LANDBOT

Securing your future and walking the talk

Allianz plans to implement Landbot on more pages in the Benelux region. Its customers will never again be confronted with a page full of forms and phone numbers.

With chatbots transforming a complex form filling & unorganized system into an operationally efficient process along with a product feedback loop, Allianz Benelux is now ready to serve millions of customers in the Benelux region in the upcoming years.

"We secure your future!" is their mission motto, and they're proving, once again, they know how to walk the talk.

SOURCES:

* COVID-19 to cost global insurance industry $203B - Link