This is your experience command centre built for insurers who know retention is earned one interaction at a time.
From onboarding to claims, and every premium, call, or broker conversation in between, it connects feedback with operational data turning moments of truth into action.
Smart. Scalable. No Extra Complexity
Simple to launch & flexible to scale
Designed for CX, broker, and product teams who want insight, not complexity
Built for real-world insurance journeys: policyholders, agents, advisors, and digital touchpoints
This is your experience command centre built for insurers who know retention is earned one interaction at a time.
From onboarding to claims, and every premium, call, or broker conversation in between, it connects feedback with operational data turning moments of truth into action.
Smart. Scalable. No Extra Complexity
Simple to launch & flexible to scale
Designed for CX, broker, and product teams who want insight, not complexity
Built for real-world insurance journeys: policyholders, agents, advisors, and digital touchpoints
Your insurance services are unique, your CX strategy should be too. Choose what fits, use one module of the whole suite.
Policy Initiation
Capture immediate feedback after sale or onboarding across all channels or nudge clients to action.
Claim Experience
Gather insights into the claims process to enhance satisfaction, manage providers and nudge customers.
Broker Experience
Understand your brokers experience and their opinions, or measure your brokers against satisfaction standards.
Call Centre Feedback
Obtain quick feedback via voice survey after contact center interactions to assess agent performance.
Escalation & Recovery Loops
Automatically flag issues and initiate timely actions to retain customers.
Comment & Signal Detection
Identify trends and risks within open-text feedback for proactive management.
Custom Dashboards & Reporting
Access real-time insights segmented by team, product, and communication channel.
Digital Experience Surveys
Get insights from customers engaging on your app, website, or self-service tools.
Trusted by Leaders, Proven by Results.
Transforming feedback into loyalty with clear, human insight.
A leading South African insurer needed more than just metrics, they needed meaning. With over 3 million customers and growing churn risk in a price-sensitive market, they partnered with Smoke CI to uncover what really drives loyalty.
What Smoke CI did:
Deployed two-way SMS surveys via Eyerys, tailored to their customer demographic
A/B tested standard NPS wording vs. plain-language, conversational alternatives
Used dynamic follow-up questions based on NPS type (Promoter, Passive, Detractor) to capture richer context
The result:
36% increase in NPS, driven by more relatable, accessible survey design
7% boost in response rates, showing greater customer engagement
Actionable insights now flow directly into dashboards, enabling faster, smarter CX decisions at scale.
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