Quil Layoff Insurance CX Enhancement

We had the privilege of partnering with Quil, a prominent provider of Layoff Insurance. Our primary objective was to enhance Quil's customer support infrastructure and optimize their overall user experience. The project encompassed a range of crucial tasks, including rebranding their entire Zendesk instance, developing support policies, creating macros, implementing customized reporting, designing user educational onboarding campaigns, building out their disputes strategy, and expanding their help center articles. Our collaboration aimed to elevate Quil's customer support operations, streamline their processes, and ensure a seamless journey for their valued policyholders.

Project Scope:

1. Rebranding the Zendesk Email Template: At Smoothen, we took the initiative to revamp Quil's Zendesk email template, aligning it with their unique brand identity. Our team redesigned the template to achieve a visually appealing and professional appearance, thereby enhancing the overall impression of Quil's communication with their esteemed customers.
   

2. Support Policy Development: Working closely with Quil, Smoothen crafted comprehensive support policies that covered various scenarios and outlined the company's approach to addressing customer inquiries and concerns. These policies aimed to ensure consistency in support responses and establish clear expectations for both customers and support agents.
   

3. Macro Creation: To optimize support processes and enhance agent productivity, Smoothen developed a series of macros within Zendesk. These macros automated responses to frequently asked questions, common issues, and standard procedures, empowering support agents to provide prompt and accurate assistance to customers.
   

4. Customized Reporting and Compliance: Smoothen implemented tailored reporting features within Zendesk, enabling Quil to gain valuable insights into their support operations. Our reporting system incorporated automated compliance and complaint reporting, allowing Quil to proactively monitor and address compliance-related issues. These reports also facilitated tracking of support performance metrics, empowering Quil to identify areas for improvement.
   

5. User Educational Campaigns: Recognizing the significance of customer education regarding Layoff Insurance, Smoothen designed and executed several engaging user educational campaigns. These campaigns aimed to enhance customers' understanding of the insurance policy, its benefits, and the claims process. Through informative and compelling content, we empowered users to make informed decisions and derive maximum value from their policies.
   

6. Disputes Strategy Development: In collaboration with Quil, Smoothen developed a robust disputes strategy. Our team established a clear framework for handling disputes, defined escalation processes, and created guidelines for resolving conflicts efficiently. By implementing a structured approach, Quil could effectively address disputes and maintain high levels of customer satisfaction.
   

7. Help Center Article Expansion: Smoothen expanded Quil's help center articles by creating comprehensive and informative content. We crafted user-friendly articles that covered a wide range of topics related to Layoff Insurance, addressing frequently asked questions, providing step-by-step guides, and offering helpful tips. These expanded help center articles equipped Quil's customers with valuable self-service resources, reducing the need for direct support interactions.
   

With these enhancements, Quil is better equipped to support their policyholders, address their concerns, and solidify their position as a trusted provider of Layoff Insurance.