Gozoop bags Acko's digital customer experience management mandate

Gozoop won the Digital CRM mandate for Acko – a digital-first insurance provider, following a multi-agency pitch.

Founded by Varun Dua, Acko is a new-age general insurance provider that wants to make buying and using insurance effortless. With its digital-first approach, Acko is making use of technology to disrupt India’s insurance industry and provide personalised products after measuring customer behaviour.

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Gozoop is entrusted with the task to establish a scalable platform agnostic Customer Experience Team (CET) for Acko that will serve as the custodian of conversations happening around the brand in the online space. They will communicate with customers and prospects on the web and deploy an effective consumer-focused digital CRM for Acko.

As part of the mandate, the agency will also be responsible for not just increasing the Customer Satisfaction but also drive business and service insights from those valuable web conversations to help Acko propel their brand objectives. Gozoop’s Digital Command Center (DCC) will be handling the day-to-day operations of the CET.

Janani Viswanathan, Acko said, “As a brand, it is important for Acko to connect with our audience. Listening to customers and responding to them in a timely manner will help in building a brand that people trust and can rely on. Digital platforms play a key role in this and with Gozoop we intend to engage with our customers more effectively.”

Commenting on the win, Ahmed Aftab Naqvi, CEO & Co-Founder, Gozoop said, “In today's time, a brand’s ability to build lasting relationships with its customers depends on how it services them across platforms with a quick, effective and personalised solution to meet their needs. Gozoop has the best-in-class tools and processes along with an experienced team to deliver the same. We are confident of creating some ‘WOW’ moments for Acko in this journey to continuously improve the customer experience.”

Premkumar Iyer, Director, Digital Command Center, Gozoop further adds, “We will be extending our strength in Digital CRM for Acko's consumer relationships through meaningful conversations and insights. While Acko disrupts the insurance space, we will be disrupting the way it talks to its audience.”