Vertafore, a leading provider of software services to the insurance market, was facing challenges in its customer support department. Despite having a strong market presence and high customer satisfaction scores, the company was struggling with long hold times, a need for improved customer experience, and a demand for more communication channels. Customer surveys revealed that the average hold time of 160 seconds was negatively impacting customer satisfaction. Even though Vertafore’s customer satisfaction ratings were above industry standards, there was still room for improvement. Additionally, customers expressed a desire for more access to chat support. Vertafore had a chat system in place, but back-end processes made it difficult to respond to customer inquiries via chat in a timely manner.

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