Mercury Insurance Case Study
Buying insurance is a highly personal experience involving many questions for clients, agents, and underwriters who serve them. Too often, conversations get bogged down trying to establish what a client is experiencing or explain where something is online. Mercury Insurance wanted to reduce friction and improve clarity in client interactions and more effectively service rapidly growing interaction volume.
After seeing a demonstration of Glia’s Live Observation and CoBrowsing, Mercury knew they had found the answer to the problem they had been trying to solve and a solution to their omnichannel aspirations. The Insurance leader replaced their old chat provider with a complete system of engagement and that was just the start.