The impact of Helpshift’s solutions was immediate and significant. In the first week post-implementation, Paymentshield experienced 496 requests, with 100% handled at least partially through automation. The average resolution time was a mere 3.26 minutes, and 82% of issues were fully resolved by automated bots. Over time, the use of automated chat functions rose dramatically, with bots handling 36% of overall contact by December 2021.

Since deploying Helpshift, Paymentshield has seen a 57% reduction in average cancellations and a 6% overall increase in conversions compared to the 18 months prior. In 2021 alone, more than 3,000 fully automated chats related to new or existing claims were serviced, saving over 340 hours. Employee satisfaction also soared, as agents could focus on more significant requests. This combination of improved employee engagement and expedited resolution times culminated in a customer satisfaction score that reached an all-time high of 4.25 in January 2022.

The transformational journey of Paymentshield with Helpshift’s support solutions showcases a remarkable synergy between technological innovation and customer service excellence, setting a benchmark in the insurance industry for customer support workflows.