Connecting businesses with their customers is core to what we do and has become increasingly critical over the past several months. That’s why we’re proud to share success stories like Quantum Assurance, whose team has used Hiya Connect to drive higher answer and conversion rates, resulting in a better customer experience and more productive workforce.
As an independent insurance company that makes more than 500,000 calls per month, Quantum Assurance has seen an immediate business impact with Hiya Connect’s Branded Calls and reputation management services, including:
- Answer rates have increased 17%, enabling agents to more efficiently reach customers who are actively shopping for insurance quotes;
- Call durations have increased 19%, providing for more engaging conversations that lead to higher sales conversions;
- Calls answered on the first attempt have increased 10%, optimizing the agents calling efforts and allowing agents to make a strong first impression;
- Inaccurate spam labels have been avoided, meaning that agents’ calls are no longer being blocked or falsely flagged.
“Hiya has quickly become one of our most effective tools to increase our business outcomes, which has been imperative over the past several months,” said Justin Ryan Marks, VP of Marketing at Quantum Assurance. “In addition to a meaningful impact on our KPIs, Hiya has also had a real impact on our customers and agents. Customers love knowing who is calling so they know to answer the phone, and our agents reach more customers and convert more sales.”
Hiya also provides Quantum Assurance with real-time data and insights that inform their voice performance strategy. As a data-driven company, Quantum Assurance uses the intelligence provided by Hiya to audit their calling practices, test the performance of new messages, and continually reassess the effectiveness of their voice calls. The ability to leverage Hiya’s industry-leading data has contributed to a decrease in Quantum Assurance’s customer acquisition cost. Hiya helped Quantum Assurance achieve these results immediately with fast, seamless integration, taking just 48 hours to become fully operational.
“Quantum Assurance is a great success story of how companies can quickly integrate our innovative technology to transform their voice calls and, ultimately, make a meaningful impact on their business,” said Kush Parikh, COO at Hiya.