Opportunity
Comparis is the leading Swiss Internet comparison service (www.comparis.ch), where customers can easily and quickly compare the rates and services of health insurance providers, other insurers, banks, and telecommunications providers as well as offers for properties, cars, and motorcycles. The organization was founded in 1996 by Richard Eisler, an economist, and employs more than 100 staff at its Zurich headquarters.
Comparis has a strong customer-focused strategy, utilizing user generated content where possible, to provide its 60 million customers with insight, advice, and relevant knowledge into their purchase decision – and ultimately save money. Until recently, much of that content was delivered through 20 message boards, comprising thousands of contributing customers.
Which bank offers the most preferential savings rate? Which motorcycle insurance provider includes a breakdown service as part of the policy? How does the quality of service in one hospital compare to the service in another? Answers to questions like these and thousands of others were available through message boards.
However, this online discussion forum had a problem. Dominic Stöcklin, Head of Social Media at Comparis picks up the story. “The message boards were a great platform for conversations in the form of posted messages and SEO data – but they didn’t really offer a valuable opportunity for long-term customer engagement. We wanted customers to have relevant discussions and more scope for expression and interaction, whether that is around insurance, health, finance, housing, or mobility. We also wanted to offer new features, such as rating services and partners. None of that was possible with the simple message boards.”
This situation coincided with Comparis’ decision to modernize its main website. That re-launch would prove the ideal springboard for replacing the fragmented message boards with a single, unified customer community.
Solution
Comparis was already working closely with its consulting partner Atos Consulting to develop the modern community strategy – all that was needed was the right community partner. Stöcklin explains, “We initially looked at a competing customer community platform; however it lacked the functionality and ease of customization we were looking for – we also needed a solution with the data hosted here in Switzerland. We engaged with Gartner to identify an alternative, and quickly shortlisted the Verint Telligent Community. Verint ticks every box: it offers the broadest functionality of any customer community platform we looked at, the technology is simple to customize, it came with the endorsement from Atos Consulting, and – because the system is hosted in-country – we have complete control over the data for compliance purposes.”
Benefits
Three months after going live in 2017, Comparis Community is a great success. Stöcklin and his team highlight the following benefits:
response – thereby ensuring a more trusted customer-to-customer experience
and services
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