KUALA LUMPUR, April 18 (Bernama) -- Great customer service means closer interaction with customers, to listen to what they have to say, and be there to assist them. As part of its continuous efforts to enhance customer experience, AXA Affin General Insurance Berhad (AAGI) recently celebrated AXA Customer Day 2017 at its Customer Service Centre at Wisma Boustead, Kuala Lumpur on 13 April 2017. This event was created by AAGI as a platform to show appreciation, interact and gather feedback from customers, in a casual and fun environment. AAGI is hosting AXA Customer Day for the second consecutive year.
“We had a great time interacting with our customers in last year’s event, where all our executive members personally served customers at our Customer Service Centre. This year we are back with our Head of Departments as a show of commitment to putting customers first at all levels of the organization. As part of our vision to transform from being a Payer to a Partner, this is a great avenue for us to have more frequent and meaningful interactions with customers,” said Emmanuel Nivet, Chief Executive Officer (CEO) of AAGI.
It was a fun-filled day of food, activities and casual chatter between AAGI staff, customers, agents, their families and children, with the AAGI management team and employees. The AAGI executive committee team, including CEO Emmanuel Nivet, together with various Heads of Departments, were at hand to serve customers including handling walk-in enquiries, customer calls, purchase and renewal of policies. Customers were also engaged in open conversations with the AAGI management and staff, a welcoming occasion to provide feedback on their lifestyle and insurance needs.
AAGI also recently became the first general insurance company to launch personalized videos as welcome notes and renewal reminders to customers. On the customer service front, AAGI also redesigned its Interactive Voice Response (IVR) system for its customer service helpline to reduce the service menu layers, and adopted more customer-centric service options, enabling customers to reach an AXA representative 8 seconds faster. On the digital front, AAGI has various automation projects planned in 2017 to deliver faster and more responsive service for customers. These transformation efforts have gained AAGI increasing recognition as it took home the International General Insurer of The Year award at the Insurance Asia Awards 2016.
“Only by having closer conversations with our customers, can we truly understand what really matters to them, and how we as a partner can help. AXA Customer Day, along with our personalization and platform automation, are all initiatives that bring us closer to our customers and empower them,” added Nivet.
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