The contact form, a classic of customer communication, is a veritable cornucopia of information. This form is the first ‘port of call’ for many clients who want to contact their insurance company. Complaints, inquiries or contract and contact changes – all of them are recorded here. The pool of data holds both trivial information as well as potential sales opportunities.
Often, the messages are only loosely allocated to categories. Clerks check the contents and initiate further processing. This editing work takes up resources and carries a significant risk of error.