Case Studies

Humana phone

Humana

Introducing a new demographic to the world of bots

Healthcare Open Enrollment is like the Super Bowl for insurance companies. This year, Humana wanted to take a different approach to engaging with their 65+ target customers who are typically overwhelmed with ads on social, tv and web during this time. We identified the correct conversational design and frameworks to educate the user and not overload the call center, while staying HIPPA compliant with no PII, and created an engaging, educational bot that works — and the audience loved it.

strategy-icon Strategy convo-icon Conversation Design development-icon Development

Results

When using their existing targeting and audience profiles with a new form of engagement and advertising for the user, the risk with this audience was well worth it.

pie-icon Demographic 65+ graph-icon 3.5K Messages sent within the first week graph-icon 61.7% Goal completion rate

Haven phone

Haven Life

A bot to make getting life insurance painless.

Mass Mutual-owned Haven Life is a disrupter in the life insurance industry. That’s why they partnered with Black Ops to develop their customer acquisition bot. We identified the correct conversational design and frameworks for a quote-driven experience, resulting in an improvement in their social customer acquisition process, more quotes delivered, and most importantly — happier customers.

strategy-icon Strategy convo-icon Conversation Design development-icon Development mediabuy-icon Media Buying & Reporting

Results

When using their existing targeting and audience profiles, paired with creative ads that continued the conversation to the bot destination without missing a beat, the results were extraordinary.

graph-icon Lower customer acquisition price

Bark phone

Bark Box

Texting with your dog is a dream come true

A paw-fect storytelling bot for dog people. Black Ops built and deployed an SMS bot for Barkbox as a surprise and delight treat for their monthly subscribers. This fun adventure went viral!

strategy-icon Strategy development-icon Development

Results

graph-icon 100K+ Messages in the first week

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