An insurance company’s reputation relies heavily on the quality of its customer service. Customer loyalty is harder than ever to retain because of the sheer volume of options available to customers. A single bad experience can cause a repeat customer to give their business to a competitor. The onus is on businesses to remain competitive through first notice of loss (FNOL) and other interactions, and many are turning to technology to meet rising customer expectations.
Technology can improve the customer experience in the following ways:
- Mobile self-service features. Sometimes, customers want to find the answers to their questions themselves. They don’t want to wait on hold or for a representative to look up information they can find on their own. Businesses can meet this need by implementing automated chat or text programs. Customers can then use self-service technology to resolve their simple questions without delay.
- Faster response time. When customers a covered loss, they want it resolved as soon as possible. They don’t want to leave a message or wait for their insurer to respond to their email. The customer threshold for frustration is low, and every minute they spend waiting fuels their dissatisfaction. Text and chat services open a channel of communication that guarantees a rapid response.
- Greater convenience. Part of providing stellar customer service is how convenient the process is for the customer. If the customer sat on hold after navigating a convoluted phone tree, the representative who eventually fields the call is starting at a disadvantage. Providing multiple channels of communication allows customers to engage with the company on their preferred terms.
- Holistic communication. More channels of communication create more opportunities for misunderstandings without technology. Text and chat software allows businesses to deliver the same quality of messaging regardless of how the customer contacts them. Electronic records also provide customer service representatives with historical data to offer faster, personalized assistance.
Technology is a limiting factor for the quality of service an insurance company can provide. Without the proper tools, customer service will fall short of customer expectations. Implementing text and chat technology can eliminate customer pain points while quickly resolving their most pressing concerns. Contact Actec to learn more about improving customer loyalty with our text and chat support solutions.