SAN FRANCISCO AND LONDON–(BUSINESS WIRE)–Talkdesk®, Inc., a global leader in customer experience for customer-obsessed businesses, has been selected by LifeSearch, the UK’s leading life insurance broker, as its contact center solutions provider. A Talkdesk-powered contact center will be at the heart of a large-scale digital transformation of LifeSearch’s operations, enabling a unique personal experience for any customer, anytime, anywhere.
Over the past 24 years, LifeSearch has become the UK’s leading life insurance broker, helping families protect the life they love and plan with compassion for any dark times that may arise. Working with the UK’s biggest insurance brands and in partnership with some of the UK’s biggest price comparison websites, LifeSearch has protected over 750,000 families and insured over a million lives.
CX Cloud™ Talkdesk, an end-to-end customer experience solution, will be the cornerstone of a new contact center approach for LifeSearch – and this contact center evolution will pave the way for broader digital transformation for the business. Previously, the LifeSearch contact center relied on a mix of platforms and technologies that were modernized over time. The Talkdesk solution represents the first large-scale investment in true enterprise technology purpose-built to deliver a modernized contact center that can sustainably grow with LifeSearch at scale. Talkdesk Virtual Agent™ for digital and voice will help streamline workflows and improve routing efficiency as LifeSearch blends inbound and outbound activities for a smoother customer journey. AI-powered features such as Talkdesk Interaction Analytics™ and Talkdesk QM Assist™ will provide valuable real-time coaching opportunities to help agents make every customer interaction one in which the customer feels supported by a professional advisor. trust.
“We advise clients on some of the most important financial decisions they will make, to protect themselves and their families. These are not conversations that can be scripted or pulled from a playbook – each customer interaction will have different requirements,” said Chris Neilson, Chief Technology Officer, LifeSearch. “The Talkdesk solution will give LifeSearch advisors and customer support colleagues the best tools to leverage customer information and data, so we can provide each new and existing customer with a tailored experience unique to their situation.”
“Trust and value are now more relevant to consumers buying insurance. Automation, better experiences for customers and agents, and the creation of new business models are all drivers of the current digital transformation within the insurance industry,” said Kieran King, chief customer officer at Talkdesk. “With the Talkdesk solution, LifeSearch is transforming the customer experience for the families they protect. We are proud to partner with LifeSearch to evolve and exceed their customer experience goals.
Talkdesk® is a global leader in cloud contact centers for customer-centric businesses. Our automation-focused customer experience solutions optimize our customers’ most critical customer service processes. Our speed of innovation, vertical expertise and global footprint reflect our commitment to ensuring businesses can deliver better experiences in any industry and through any channel, resulting in greater customer satisfaction. customers and accelerated business results.
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About Life Search
In 24 years, LifeSearch has become the UK’s largest life assurance specialist, providing independent expert advice to clients on life insurance, critical illness cover, income protection , family income allowance, critical illness cover and commercial insurance. Over our two-plus decades, LifeSearch has won dozens of awards for its corporate culture, expertise, and customer service. We have a TrustPilot score of 4.9 out of 5 (excellent) and ranked third when we first appeared on the Sunday Times Best Workplaces in the UK list.