Domestic & General increased customer satisfaction and reduced call center costs through the digital experience
Domestic & General (D&G) are experts in warranties, trusted by more than 16 million people in 11 countries.
Achieving the company’s core goal — to take the worry out of investing in a home or technology — requires providing experiences that make customers confident in their decision to use D&G.
In 2015, they began shifting towards digital self-serve and have relied on ForeSee® to identify and prioritize which new digital customer journeys would best serve customers. As a result, they saw:
- 23% increase in brand confidence
- 24% increase in the likelihood that a digital visitor will recommend D&G to others
- 24% increase in the likelihood that a visitor will return to use digital channels again next time