Case Studies

Our Customers Know that Success Breeds Success

We understand that our success comes only with the success of our clients. This has taught us that solutions are as unique as the challenges themselves.  That's why our TouchSell and TouchCare programs were designed with flexibility in mind and tailored for each client.  Here are some of the most compelling customer stories of those who are benefiting from our services. Contact us to learn more.

Esurance

To modernize its online customer engagement, Esurance partnered with Nuance Communications to create a professional, friendly and efficient chat experience that creates trust in the Esurance brand and maximizes sales of the highest quality to the business while maintaining a relevant and transparent experience for the customer.

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50%

increase in conversions, with co-browse

Leading Telecom Brand

This customer story highlights how a leading telecom brand lead IVR customers to immediate assistance through SMS chat.
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79%

Resolution Rate

Dixons Carphone

Dixons Carphone plc is Europe’s leading specialist electrical and telecommunications retailer and services company. As they were experiencing a high volume of traffic on their various sites, they wanted to improve their customer service. They turned to Nuance for a live chat program, especially for their fast-growing mobile users.
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Dixons Carphone

Direct Line Group

This case study takes a look at Direct Line Group's transformation to provide customer assistance that makes the insurance-buying process easier and to proactively engage with their customers on mobile devices.
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98%

CSAT

Total Gym Fitness

This is the continuing story of Nuance customer, American Telecast. In this case study, its lead product Total Gym meets its customers where they are through mobile engagement features.
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71%

Faster Response Time

Equinix

This case study highlights Nuance EMEA customer Equinix, the world's largest IBX data center and colocation provider. Read how this B2B enterprise leverages live chat to generate high-value leads and shorten a sales funnel that normally takes months to complete.
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16%

Increase in Customer Leads

Market-Leading Telco

This case study highlights the effectiveness of our customer care solution. A market-leading telecom enterprise company chose Nuance to implement measures to increase chat agent efficiencies and improve customer satisfaction ratings. 

The challenge of this partnership was to:
  • Increase customer interactions through self-serve initiatives 
  • Improve call deflection metrics 
  • Improve online customer care interactions
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75%

Increase in Call Deflection

MMA

MMA, a French cooperative insurance group with a cutting edge approach to eCommerce and CRM, chose to work with Nuance to:
  • Increase online quotes for auto and health insurance policies
  • Increase online conversion for non-keyword-generated traffic
  • Convert more traffic during peak times
  • Increase customer satisfaction on the website 
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35%

Conversion Rate

American Telecast

American Telecast, one of the leading consumer product and direct-marketing companies in the world, best known for its Total Gym product, partners with TouchCommerce to:
  • Improve online conversions
  • Provide expert brand representatives trained to assist customers with questions
  • Overcome concerns prior to purchasing their high ticket items.
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32%

Increase in Conversions