4 Impactful Electronic Customer Service Strategies

Posted on

April 27th, 2021

Consumers have made their preference for online transactions clear, and COVID-19 cemented the need for online services. Even if a business isn’t selling traditional products, customers prefer to conduct some interactions online. For example, customers expect to be able to request an estimate or schedule an appointment via the business’ website.

Customer expectations and competition between companies are high. Remaining a top contender depends on several factors, with customer service in the lead. The following are several customer service strategies for an increasingly electronic world:

Foster loyalty with consistent results. Businesses that provide consistent, high-quality customer service will outperform those with fluctuating service. Businesses that want to secure their customers’ loyalty need to provide reliable, hassle-free, and prompt answers to customers’ questions.
Provide accurate answers across all channels. Customers use multiple channels to find the answers to their questions. They may send an email, place a call, or reach out over social media. Regardless of how they engage with the company, customers expect the same quality of service. Customer service representatives need to be knowledgeable and able to provide the correct answer to customers’ questions on all channels. This helps to ensure customer satisfaction across all communication channels.
Improve response time. Customers expect rapid responses to their questions and inquiries. Businesses with slow response times risk losing their customers to competitors that provide faster service. Implementing a live chat or text messaging program can reduce wait times and prevent customer frustration.
Invest in a high-quality nearshore call center. Having a well-trained call center can help businesses achieve all the preceding suggestions. Knowledgeable call center employees can field questions across multiple channels. By receiving the same training, call centers can deliver consistent and accurate customer service. They can provide prompt service as well, as customers aren’t left waiting on hold.

Nearshore call centers provide the superior service businesses need and customers expect. Whether your business is 100% ecommerce or is in the process of digitizing services, a high-quality call center is a must. Contact the experts at Actec to learn more about our nearshore call center solutions.

Effective Ways to Drive Value for Policyholders

Posted on

April 20th, 2021

Andrew

COVID-19 has long-reaching effects for many policyholders. While they may know their immediate pandemic-related concerns, insureds aren’t always aware of the smaller hazards that can affect their personal property. Insurance providers can seize this opportunity to drive value for their customers during these challenging times.

Insurance companies can use the following methods to deliver superior service to their customers:

Communicate more often. Customer confusion is high as they begin to question if their existing coverage meets their shifting needs. They may also have concerns about making payments if the pandemic impeded their ability to work. Increasing communication to address these concerns can ease the customers’ tensions. For example, insurance providers can update customers on new billing options, flexible payments, or changes to payment plans.

Be prepared for more claims. Customers that own rental properties may not realize it, but they’re likely to see more claims as the pandemic continues. Many people are working from home and leaving the house less. As a result, tenants are causing more wear and tear than usual. Insurers can give their customers simple tips to avoid some common pitfalls. Some examples include switching out old batteries in smoke detectors or making sure appliances are in good working order (i.e., replacing washing machine hoses to avoid water damage).

Take steps to prevent insurance fraud. Insurance companies often experience more instances of fraud during times of economic hardship. However, the financial fall out of fraud affects insurance providers and customers alike. Those losses often translate into higher premiums for customers. As a result, many insurers are turning to artificial intelligence to flag potentially fraudulent files for additional review.

Focus on digital innovation. Customers’ preference for technology isn’t a new trend, but COVID-19 has created more urgency than ever to provide digital services. Insurance providers should center their innovative efforts on digitizing services and solutions. Conducting business online allows customers to remain socially distanced while receiving the services most important to them. For example, providing additional channels of communication such as chat and text allows customers to find answers to their questions quickly without waiting on hold or for an email response.

COVID-19 has created uncertainty and confusion for many customers. Insurance providers can help alleviate those concerns and drive value by providing support where customers need it most. Contact the experts at Actec to learn more about improving the customer experience.

4 Surprising Ways COVID-19 Contributes to Employee Absenteeism

Posted on

April 13th, 2021

Andrew

COVID-19 has put employees under more stress than ever, and it’s manifesting in several unpleasant ways in the workplace. While businesses can expect employees to call out for the occasional illness, skyrocketing absenteeism isn’t something companies prepare for or want. If employers notice a sudden surge in absenteeism, COVID-19 may be a contributing factor in unexpected ways.

Beyond the obvious of contracting the virus, the following details how COVID-19 contributes to absenteeism:

Anxiety and depression. Prior to the pandemic, a national health survey asked adults about their anxiety and/or depression symptoms. From January to June of 2019, around 10% of respondents reported that they suffered from anxiety, depression, or both. This number shot up by January of 2021 to just over 40%. Unchecked mental health problems have a strong correlation with absenteeism.
Not enough sleep. Over one-third (36%) of adults reported difficulties sleeping during the pandemic. Poor quality of sleep or insufficient sleep hinders productivity and can contribute to employee burnout. Chronically tired employees may begin to arrive late or call out altogether.
Poor nutrition. Employees are shouldering significant burdens because of COVID-19. Some may be struggling with income insecurity, fears for at-risk family members, or difficulties obtaining childcare. The pressure of these situations can lead to poor nutrition, as evidenced by 32% of adults that reported difficulties eating. While diet may not have an immediate effect on employee attendance, it can influence their health. Insufficient nutrition can contribute to fatigue, stress, and loss of productivity. It also lowers the immune system, which makes employees more susceptible to illnesses.
Worsening chronic health conditions. Individuals with chronic conditions likely had their health under control or were taking steps to do so before the pandemic. Unfortunately, many of those conditions are noted as high-risk for developing severe cases of COVID-19. Isolation also wreaks havoc on certain long-term health conditions, such as anxiety or depression. With 12% of adults reporting worsening chronic health conditions, employers may begin to see a corresponding rise in absenteeism.

Employees’ mental health and wellbeing are critical components to sustaining a productive workforce. If your business is struggling with absenteeism, Actec can help. Contact our team of experts to learn about our absence management solutions.

4 Ways to Provide Excellent Customer Service

Posted on

April 6th, 2021

Andrew

An insurance company may offer the best rates with the widest array of products but still lose customers to a competitor. The leading cause for this is poor customer service. Poor service can take many forms, including not resolving the customer’s issue, lacking reliability, or difficulty reaching a representative.

Insurance providers can implement the following to deliver consistent customer service that exceeds expectations:

Knowledgeable representatives. Service representatives can’t troubleshoot or solve a customer’s problem if they aren’t familiar with the products. However, baseline knowledge isn’t enough. Support employees need to be subject matter experts on the insurer’s products. This helps them deliver superior service as well as make other product recommendations that compliment the customer’s existing coverage.
Innovative problem-solving. Resolving the customer’s problem is the primary goal, but customer service doesn’t have to stop there. Customers aren’t likely to share their experiences when the service is straightforward. They are happy to have their issue dealt with, but the experience wasn’t noteworthy. Insurers can take customer service to the next level by offering customers more than they expected when placing the call. Examples include a small customer loyalty discount on their upcoming payment, a personalized card thanking them for their business, or useful company swag (e.g., mugs, water bottles, pens, etc.). The key is to go above and beyond, as that is more likely to drive positive reviews and referrals.
Personalize the service. Customers can tell when an agent reads them a scripted response, and they don’t appreciate it. It demonstrates that the agent isn’t familiar with the customer’s products or isn’t adequately perceiving the problem. Service without personalization leaves customers feeling like they’re file numbers rather than individuals. For example, if the agent sees that a customer’s birthday is coming up, the agent can wish the customer a happy birthday to personalize the experience.
Deliver on promises. When customer service representatives make promises or give their word, they need to make sure they follow through. When an insurance company doesn’t deliver on a promise, the customer feels angry and disrespected. Agents should note the customer’s file with the details, so other representatives will know what the customer is referencing if they call back.

A significant element of delivering excellent service is investing in a high-quality call center. Nearshore call centers ensure that the agents have similar cultural experiences with the customers, which allows them to have greater empathy and understanding for the customer’s needs. Contact the experts at Actec to learn more about the benefits of a nearshore call center.

5 Biggest Trends Transforming Call Centers

Posted on

March 23rd, 2021

Andrew

Most insurance companies that utilize call centers view it as the cost of doing business, but new trends are changing this perception. Modern call centers can do much more than provide a necessary service. They can engage with their customers in new ways to improve customer satisfaction. With customer expectations higher than ever, insurance providers need their call centers to deliver where it matters most.

The following call center trends are driving value and revenue:

Prioritizing the customer experience. The customer’s experience affects their satisfaction with their provider, likelihood to purchase future products, and their continuing loyalty. While obtaining new business is important, retaining existing customers has a much greater effect on revenue.
Making data-driven decisions. Insurers will struggle to improve customer satisfaction if they don’t know their pain points. Call centers gather a plethora of data that can help insurance providers identify customer preferences and trends. They can then harness that data to provide in-demand products, mitigate recurring problems, and tailor marketing efforts to meet customer expectations and desires.
Personalizing every interaction. Customers expect call center employees to know who they are, what their existing coverage and policies are, and have access to previous calls they’ve made. Legacy systems can’t deliver this kind of experience, which forces the customer to repeat themselves every time they call. Without personalization, customers feel like a file number and that their insurer doesn’t care about them.
Implementing omnichannel communication. Customers expect offline and digital options to communicate with their insurer. This goes beyond web portals or email. Today’s average customer is well-versed in technology, and they expect their insurance provider to keep pace. Insurance providers need a call center that can deliver exceptional service across all channels, including chat support, social media, and text.
Bringing call centers closer to home. Offshore call centers appeal to many insurance companies because they’re comparatively inexpensive, and they can offer customer service around the clock. However, many insurers are realizing offshore call centers have hidden costs. Customers across the board have voiced complaints about the poor quality of service, as well as raised concerns about data security. Bringing call centers closer to home allows insurers to vet that new agents have the right skill set and experience for the job.

Meeting customer expectations is critical to retaining their business. Communicating with them when and how they want to, as well as providing superior service, can help achieve that goal. To learn more about enhancing your communication and call center services, contact the experts at Actec.

Elements of Effective Automated Claims Processing and Digital FNOL

Posted on

March 16th, 2021

Andrew

Insurance companies rely on key performance indicators (KPIs) to evaluate the effectiveness of their processes. Insurers can generate more value for the customer while reducing their expenses by focusing on the following foundational KPIs:

Customer experience
Claims efficiency
Claims accuracy

The most direct means to boost these KPIs is by digitizing the claims process. Digital claims simplify the process for customers by allowing them to electronically initiate first notice of loss (FNOL), upload images, and receive updates about their claims. Digital processes are also more efficient than manual claims management, as they allow agents to process more claims in less time. Digital systems can identify errors and red flag potential problems as well, which helps avoid clerical delays.

It can be challenging for insurance providers to make the leap as technology is constantly evolving. However, the most successful digital transformations share several elements:

Digitizing claims prevention efforts. Insurance companies have a trove of data available to them to identify customer trends. By issuing data-based safety notifications, insurance companies can provide simple tips to help customers avoid a loss. For example, if the weather forecasts a winter storm, insurance providers can send automated texts to their customers with tips for driving during winter weather. Reminding drivers to slow down, put chains on their tires, or stay home unless it’s necessary to go out can help prevent claims.
Digital FNOL. Customers expect fast and simple solutions to all their problems, but their urgency increases exponentially following a loss. Providing a digital, easy-to-use FNOL software option gives customers agency over their claim while expediting the process. Implementing text or chat FNOL services provides customers with another channel of communication. This service allows them to obtain answers to common questions about their claim, which eliminates confusion and anxiety.
Automating claims management processes. Automating fraud detection, progress updates, and other administrative processes drastically improves claims efficiency. Digital software can identify the type of claim, route it to an appropriate agent, check it for fraud, and more within minutes compared to the lengthy process of checking it all by hand.
Electronic appraisals and repairs. For simple claims, customers can submit details and pictures that allow appraisers to assess the damage or loss. Insurers already have a list of their preferred repair shops. Digitizing the process can identify which provider is closest to the customer. They can even schedule the appointment electronically, so the customer doesn’t have to do any heavy lifting during the claim cycle.
Automatic settlements. One of the biggest pain points for customers is when a repair vendor is out of sync with their insurer. They may have to pay for the expense out of pocket and seek reimbursement from their insurance provider. However, the insurer may have already sent the payment to the vendor, which worsens the customer’s confusion and frustration as they try to get their money back. Automating the process eliminates this bottleneck. Insurers can automate several types of settlements, such as paying for a repair service, replacing the damaged item, or offering a cash settlement.

Digitizing claims processes can generate value by boosting KPI performance. While every step of the claim should be custom-centric, FNOL is the single greatest opportunity insurers have to secure customer satisfaction. Contact the experts at Actec to learn how text and chat FNOL services can improve claims management.

5 Customer Service Red Flags for Call Centers

Posted on

March 9th, 2021

Andrew

Customer service is a critical component to securing customer loyalty. No matter how stellar a product or service might be, customers will look for other options if the support is lacking. Knowing the warning signs of customer service issues allows businesses to address the problem before it costs them customers. Some of the biggest customer service red flags for call centers include:

Long wait or hold times. The negative effects compound rapidly when a company makes customers wait. If it takes too long for a business to answer a call, the customer begins the conversation from a place of frustration. If the customer then has to wait on hold, that aggravation builds. If they have this experience every time they try to contact customer support, they’ll be more likely to look for a new provider. Customers also expect rapid replies to their chat support and email inquiries.
Communication problems. Businesses noticing an uptick in unanswered calls and open chat windows may have a customer service issue. Not receiving an answer or support is equally as frustrating for customers as it is to sit on hold. Inefficient routing can also irritate customers as they have to repeat their inquiries every time a representative transfers them.
A lack of repeat customers. If a customer likes a product or service, odds are they will make purchases again in the future. If businesses notice a dip in purchases from their established customers, poor customer service may be the culprit.
Customers leave or close accounts without an explanation. Customers don’t always explain why they moved on to a new provider or vendor. However, most customers will break ties with a company after a negative experience with customer service. Keeping an eye on service cancellations or closed accounts can provide some insight into the quality of the company’s customer service.
Prioritizing speed over quality. If a company evaluates customer service representatives based on how many calls or inquiries they resolve, this will cause representatives to rush. Rushing rarely produces quality customer service, and representatives may provide incorrect answers in their haste. Customers can sense when a representative is trying to complete the call as quickly as possible, and the quality of service often lags as well.

Providing superior customer service is critical to retaining existing customers and their business. Investing in a high-quality call center can help ensure the customer’s experience is satisfactory from start to finish. Contact the experts at Actec to learn how a nearshore call center can improve customer satisfaction and loyalty.

How to Cultivate Trust Between Insurance Companies and Customers

Posted on

March 2nd, 2021

Andrew

In the not-to-distant past, purchasing insurance products was a frustrating and challenging task for most customers. They didn’t understand the minutiae of various policies and often had to rely on industry experts to help them decide. This confusion bred distrust, which led to lower customer engagement compared to other industries.

As the internet boomed, businesses began moving their services and products online. It didn’t take long for customers to develop a preference for digital channels of communication. The insurance sector created web portals to keep pace with the competition, but this approach resulted in little innovation. Insurance companies had websites, but they failed to live up to customers’ expectations or meet their needs.

What Customers Want

To fix the problem, insurers need to know what customers expect on their websites. The following are some of the biggest influences on customer satisfaction and trust:

Ease of use. Customers don’t like filling out confusing forms. While paperwork is an unavoidable element of filing a claim or inquiring about a product, it should be a simple, easy-to-understand process.
Remove uncertainty. Customers hate not knowing what to expect regarding their claims or inquiries. They want to know when someone will contact them or what they can do in the interim to expedite the process.
Targeted advice. Customers want access to all the relevant information before making an insurance purchase. While they prefer self-service options, they want relevant information to help guide their choice as well. They also want quick and easy access to a representative to ask questions about their policy or claim. Implementing a text or chat service can help achieve this goal.

Customers want several communication channels to engage with their insurance provider. Some may prefer speaking over the phone, while others may prefer digital channels. However, email and web portals are often too slow for urgent questions. Giving customers the option to text or chat with their insurance provider can provide timely answers, address concerns, and improve customers’ trust. To learn more about text and chat services, contact the experts at Actec.

4 Ways COVID-19 Changed Insurance Buying Habits

Posted on

February 23rd, 2021

Andrew

The pandemic has changed several aspects of society, from how people gather to how children attend school and even how consumers purchase insurance. While factors such as age, location, and income all influence insurance purchases, recent consumer surveys have identified several trends regardless of demographics. Some of the most significant trends include:

Fewer life events. Life events that typically drive insurance purchases, such as weddings and having children, aren’t happening during the pandemic. Many consumers are delaying these things in favor of waiting out COVID-19. Many are also dealing with unemployment or a reduced income, meaning they have less cashflow for insurance purchases.
Increased desire for life insurance. Over half of American consumers see a greater need for life insurance due to the pandemic. However, while more people want life insurance, traditional underwriting requirements like medical exams are harder to complete. Unsurprisingly, half of the consumers indicated they’d be more likely to buy a life insurance policy that uses simplified underwriting.
Consumers are shopping around. Over one-third of consumers plan to shop around for or switch to a new auto insurance provider. Reduced cash flow is once again the driving factor behind this trend. It’s a direct reflection of the desire to keep insurance costs down to save money.
Consumers prefer digital channels. Nearly 60% of consumers used a digital platform to shop for auto insurance. Digital channels were growing in popularity before the pandemic, but they’re in high demand now to stay socially distant while shopping.

Having digital channels to engage with customers meets their preferences and needs. It helps improve customer loyalty and can give businesses an edge over carriers that don’t offer digital options. Actec’s text and chat support solution can help answer questions customers may have, streamline communication, and more. Contact Actec to learn more about integrating text and chat support.

How to Manage Employee Attendance During COVID-19

Posted on

February 16th, 2021

Andrew

The pandemic created numerous complications regarding employee attendance. Many companies shifted to a 100% remote workforce at the outset of the pandemic. Some of these companies are back in the office full time, while others are using a hybrid approach. Regardless, the pandemic upended traditional scheduling and made tracking employee attendance more challenging.

Employers can implement the following to improve attendance during COVID-19:

Highlight the importance of employees’ roles. If employees don’t see how their job plays a part in the bigger picture, they won’t see how missing a day of work now and then is a problem. When every employee adopts that line of thinking, a company quickly develops an absenteeism issue. This becomes a greater challenge when employees work from home. Employers should explain that every employee’s attendance is critical to achieving company goals, providing superior service, and not overburdening coworkers with extra work.
Define clear notice requirements. Attendance policies should be clear on how much notice an employee needs to provide for an absence. Otherwise, employees are likely to wait until the last minute to discuss it. While some absences are truly last-minute, such as a sudden illness, employees should give ample notice for known future appointments.
Create a policy for reporting unforeseen absences. Without a clear policy, employees may think they can miss work without an explanation until the following day. This creates confusion and hinders productivity. Employers should explain how and when employees need to report unexpected absences (i.e., by phone, email, or text as soon as the employee can reasonably do so). Employees working from home may not understand how waiting until the next day to explain their absence matter since they aren’t in an office environment.
Clarify paid leave policies. Employers need to explain that employees can’t treat their paid leave as automatic approval for taking time off work. Employees need to understand how absence reporting and notification policies interact with paid leave policies to avoid labor gaps and productivity problems. This is particularly important in a remote environment as employees working from home may not realize they need approval before leaving in the middle of work hours.

Ambiguous attendance policies create a breeding ground for absenteeism. Providing clear guidelines helps ensure employees follow protocols when requesting leave or notifying employers of their absence. To learn more about managing attendance, contact the experts at Actec.