1. Create seamless omnichannel experiences
31 % of customers start using a desktop or mobile site, but only 27% resolve their issues there. In fact, a Capgemini report shows that over 50% of customers use three or more channels before making a decision. This highlights the importance of a seamless omnichannel experience to improve customer satisfaction.
Since customers use multiple channels throughout their journey, you need to collect feedback from all of them , integrating multiple tools into your tech stack and creating seamless omnichannel experiences. Here’s how:
Track how customers move between channels to detect pain philippines whatsapp number data 5 million and deliver personalized experiences.
Integrate multiple systems like CRM, marketing automation, website, feedback tool, and more to give all teams access to comprehensive customer data for a unified approach.
Ensure customer data is shared across all departments so interactions remain seamless, no matter where they occur.
Invest in the right tools that connect data and customer interactions across all platforms for a seamless, consistent experience.
2. Harness the power of feedback and surveys
Leverage the power of surveys to gather targeted feedback on customer interactions. These surveys reveal critical points in the customer journey and provide important insights into customer preferences.
More and more insurers are understanding the influence of customer feedback . According to a Deloitte survey, a staggering 70% of them use it to shape their CX strategies .
When you act on feedback, you show customers that you truly care about their opinions, which builds trust and loyalty . This commitment to listening and responding not only improves their experience, but it also encourages continued engagement. Organizations that maintain regular feedback collection and application reports see a 20% increase in customer satisfaction and a 15% increase in retention .
3. Empower your frontline team
Your frontline employees are the face of your insurance company. Their interactions with customers shape the perception of your business. A great interaction can increase loyalty , and a disappointing one can decrease it. Turning feedback from these moments into insights for support teams allows you to improve your decision-making process and close the loop .
4. Integrate AI chatbots
AI chatbots are changing the relationship between insurers and their customers. The considerable investment of $124 million per company in AI technology indicates a fundamental shift. Chatbots can provide 24/7 support , offering fast and accurate responses to customer queries. By removing obstacles in customer service, these virtual assistants guide customers from quotes to sales seamlessly. In fact, 79% of insurance executives believe AI will significantly change the way companies interact with customers .
5. Use self-service portals as allies in the customer experience
Thanks to self-service portals , the evolution of the insurance customer experience is giving customers complete control of their policies . Everything related to checking coverage limits and filing claims is just a swipe away, with no need to wait for an agent. Portals simplify claims processing, so customers can upload photos, detail incidents, and track claims in real time . In fact, 77% of auto insurance customers already demand digital settlements , and this trend shows how quickly the appetite for convenience in online transactions is increasing.
6. Involve employees and agents in CX initiatives
Customer, employee and agent experiences are interconnected.
Customer experience in the insurance industry can be improved by involving employees and agents as co-creators of change . This approach solves a difficult problem on the front lines and ultimately increases employee satisfaction and retention . One insurer trained 35% of its employees and nearly all of its agents in customer experience skills , resulting in a doubling of customer experience scores, a 25% reduction in processing times , and improved cross-selling and retention.
7. Help customers navigate product complexity
For most customers, taking out insurance can be a daunting task – they typically contact their insurer around four times to find out their options. And, after taking out their policies, nearly half don’t realise their value, leading 40% to consider cancelling them .
This gap in the knowledge distribution system involving agents and brokers makes it difficult for insurers to provide a quality customer experience.
To simplify this process, you need to make your products transparent and easy to understand . When you leverage your agents’ knowledge , you provide your customers with the right information with a personal touch that really helps them make the right decision.
Transform your customer experience with QServus
Customer experience in insurance is an ongoing challenge that requires effective tools and strategies. QServus offers you the comprehensive solution to listen, understand and act on your policyholders' feedback:
Omnichannel Listening : Capture the voice of your customers across all touchpoints, from emails to in-person interactions.
Real-Time Alerts : Proactively respond to critical situations before they escalate.
Smart Dashboards : Visualize trends and patterns in real time to make informed decisions.
Integrated Ticketing System : Efficiently manage every interaction and ensure that no feedback goes unaddressed.
