Comparis Modernizes
Customer Engagementwith Verint
Solutions

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 forproperties, cars, and motorcycles. The organization was founded in 1996 by Richard Eisler,
an economist, and employs more than 100 staff at its Zurich headquarters.

Verint® Community™ *Comparis has a strong customer-focused strategy, utilizing user generated content wherepossible, 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 wasdelivered through 20 message boards, comprising thousands of contributing customers.

Industry
Comparison Service

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 thousandsof others were available through message boards.
However, this online discussion forum had a problem. Dominic Stöcklin, Head of Social Mediaat 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 andmore 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 andpartners. None of that was possible with the simple message boards.”

RegionSwitzerland

This situation coincided with Comparis’ decision to modernize its main website. Thatre-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 todevelop 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 werelooking 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®] Community™. Verint ticks every box: it offers the broadest functionalityof any customer community platform we looked at, the technology is simple tocustomize, it came with the endorsement from Atos Consulting, and – because
the system is hosted in-country – we have complete control over the data forcompliance purposes.”

Results• Modernizes customer
engagement.
• Improves brand experience.
• Influences future productstrategy.
• Determines future content.
• Streamlines communitychange and adaptation.

* Formerly known as Telligent® Community™

“Verint plays a vital role in helping to convert website traffic into
new customers, consolidate market leadership, and increase trust.”– Dominic Stöcklin, Head of Social Media, Comparis

The new ‘Comparis Community’ is powered by Verint
Community and the deployment was a three-way process
between Comparis, Verint, and Atos Consulting taking placeover three months. “We had the ideas – they developed theconcept,” says Stöcklin. “The Professional Services support
from Verint was especially valuable, helping us quickly navigate
the rich set of features and get up to speed very fast.”
Verint Community empowers Comparis’ 60 million customers
with social collaboration tools that elevate the customer
experience and drive real business value. Most importantly,
the new system opens the door to new possibilities thatmove beyond the previous functionality of the old forums.
This includes the opportunity for customers to network with
one other or reward activities through points and badges.
The Comparis Community is separated into four languages– German, Italian, French, and English – with the majority ofcontent written in German.
One example of customer engagement shines through, asStöcklin explains. “We commit to replying to a question posted
on Comparis Community within 72 hours if no-one has replied,”he explains. “However, unlike before, we have multiple
power users on the community and with so many members
now actively answering questions, it means we answer lessourselves. That helps ensure the Comparis Community remains
independent and generates a far more engaging and trusted
customer-to-customer experience.”

BenefitsThree months after going live in 2017, Comparis Community
is a great success. Stöcklin and his team highlight thefollowing benefits:• Delivers modern customer engagement: Customers can
now engage in discussions on topics across any of Comparis’
solutions – and beyond – in a modern, interactive, andrewarding environment.
• Improves brand experience: Early signs indicate that
customers enjoy generating content and responses among
themselves, allowing Comparis to step back from direct
response – thereby ensuring a more trusted customer-tocustomer experience.
• Influences future product strategy: Through active
moderation of the community, Comparis is able to generate
discussion among members about proposed new products
and services.
• Helps shape future content: Analysis of trending topics isused to guide future content in Comparis blogs and othersocial content.
• Increases customer interactions: Services such as
gamification leader boards contribute to increased interaction
and growing volumes of website/community traffic.
• Delivers agile change management: Able to quickly andeasily customize the community with new features, such as
enabling customers to review and rate services from differentproviders.

Stöcklin concludes. “Within this single, unified, and interactive community, customers can find relevant information to solve theirpurchase problem, ask questions and receive answers almost immediately, while providing feedback to help others. It is a uniqueenvironment for everyone – users of comparis.ch, experts, other interested community members, and representatives from partnerorganizations – to collaborate.”

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