With the rapid changes in consumer preferences, it’s a challenging time to be an insurance provider. That’s because today customers demand 24/7 support be delivered through the channel of their choice, combined with optional self-service. Gartner predicts by 2022, 85% of customer service interactions will start with self-service, up from 48% in 2019. With those numbers, future success for insurers could soon hinge on their ability to differentiate and innovate on customer service. From insurance types such as auto, health, life, and home, it’s important that insurance companies be strongly focused on improving the customer experience, but how? We may have a few ideas!
Communications Platform as a Service (CPaaS) offers an innovative, flexible, and scalable solution that delivers multiple benefits for insurance agents and customers alike. While it’s not a cute lizard or a funny duck, CPaaS can help take your insurance company to the next level. Improve the customer and agent experience, and streamline processes through automation, which in turn strengthens the customer relationship and brand loyalty. Keep reading to find out more.
Grow and engage your customer base
Customer expectations have transformed nearly every industry, but despite the pressure, many traditional insurance providers are still playing catch-up when it comes to communications. Customers want to connect with insurers through other channels, not just by phone. By embracing CPaaS for Insurance, you can fast-track the development of new communication applications to help attract and retain customers through SMS, social channels, email, and more. Did you know that SMS has a 98% response rate and 90% of text messages are opened within 3 minutes? How many phone calls can say that?
Here are a few ways to use CPaaS to better engage with your customers:
- Send out automated reminders around new policies and products to keep your customers engaged.
- Boost loyalty by sending tips for customers to keep their homes safe, cars running in top shape, wellness advice.
- Streamline the payment process by sending out a text with a link to a payment page or send automated phone calls that lets the customer enter their credit card details or an option to be connected to a live agent.
- Proactively reach out to customers who’ve abandoned a call before speaking with a live agent to improve sales numbers.
- Be sure to send a personalized message like birthday wishes, to make your customers feel extra special now and then!
By adding in other communication channels and automated outreach, you can better grow your client base, creating more engaged relationships and revenue for your business.
Provide timely communications and consistent customer support
The consequences of poor customer service can have a real impact, in fact up to “40% of consumers decide to continue insurer relationships based on the quality of the experience”. While there are a lot of touchpoints between your customers, agents, and even external parties, providing excellent customer support starts with the claim process. The unfortunate scenario of having to contact an insurance provider to report a claim is often unpleasant and stressful for customers, but it doesn’t have to be. And on your end, it can be most challenging to maintain timely communications during the claims process but CPaaS for Insurance lets you automate that process with an easy way to send out status updates to customers, doctors, pharmacies, mechanics, etc. This allows you to keep everyone on the same page while saving your company time and money along the way.
You can also provide consistent customer support by creating self-service options like automated call or text in options or chatbots that let customers take care of basic inquiries at their convenience. For example, customers can start a claim or check claim status, get answers to FAQ-type questions, and more. Be sure to provide your customers with a way to reach a live agent either by providing phone/email information or a link to be transferred over. Having self-service options lets your customers take care of basic needs at their convenience while freeing up your agents to focus on more complex issues. Ensure your customers are receiving the best service while reducing costs and increasing productivity.
Improve internal processes
Let’s face it, customer communication is probably a daily discussion in your business, but what is often overlooked, yet can be equally important to success is communication between employees. CPaaS can also be used to enhance the employee experience. Easily improve internal communications by sending automated notifications for weather closures, changes to benefits, or any other important updates. Pull employee information from your HR management system to send out birthday and anniversary messages to show employees your appreciation. You can also conduct employee satisfaction surveys to gather feedback. Just like with your customers, you can leverage multiple channels to better connect with your team. Employees that feel respected through open communication are loyal, engaged, and even more innovative – and translate that positivity into top-notch customer service.
Add Atmosphere® CPaaS for Insurance
Success in the insurance world often stems from building trust and convenience for customers, which can be achieved through more frequent communications and automated processes. Unlike other providers out there, our Atmosphere® CPaaS platform is built for non-technical users. By adding Atmosphere® CPaaS to your communication strategy, you can easily improve processing claims, payment collection, customer support, and internal communications with 24/7/365 support. Cut down on administrative work, enhance transparency, and generally improve the overall experience by adding the low code solution of Atmosphere® CPaaS.
To learn more or get started, contact us today.