Category: FNOL Technology

5 Signs Your Business Needs a Call Center

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August 24th, 2021

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Small- to mid-sized businesses may think call centers aren’t something they need to concern themselves with. However, as business begins to flourish, lagging customer service can bring growth to a halt while eroding income potential. Companies that notice the following signs need a call center if they want their company to flourish:

  1. The phone never stops ringing. An uptick in customer calls is great for business unless the company doesn’t have the staff to handle all the calls. If employees are constantly fielding incoming calls, they’re going to struggle to complete their other tasks. A call center lightens employees’ workloads so they can focus on their primary jobs.
  2. Too many voicemails to sift through. Companies without call center support will start each workday listening to voicemails left overnight. Most of these voicemails won’t be emergencies, but companies can’t afford to keep an urgent request waiting as they work their way through the queue. A call center can field these calls and identify which requests need immediate attention.
  3. Delays in replying to business prospects. The world of sales is fast-paced, and companies can’t afford to leave potential clients waiting. Customers aren’t content to wait for an answer and will look elsewhere to find a solution. If another company provides an immediate answer, they will earn that customer’s business. If customer calls reach levels that the company can’t manage promptly, it may be time for a call center to meet customer needs and expectations.
  4. Current customers display increasing levels of frustration. Keeping the current customer base happy is just as important as securing new leads. If existing customers have to leave a voicemail and wait until the next day for a reply, their satisfaction and loyalty will drop accordingly. If a company sees a sustained uptick in frustration from its customer base, it may need a call center to handle the calls.
  5. The expense of more customer service employees limits growth potential. In-house customer service representatives are valuable, but they’re hard to maintain as a company grows. Expansion is exciting, but the company needs to be able to increase its customer service along with its business prospects. Call centers provide a much more cost-effective solution than hiring a slew of in-house employees.

If your business is experiencing any of the above, it’s time to consider a call center. Contact the experts at Actec to learn how our nearshore call center solutions can help your company.

4 Customer Service Trends Businesses Need to Know in 2021

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August 10th, 2021

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The past several years have seen massive shifts in customer expectations, and the customer experience is more critical than ever. Recent reports underscore this fact, as three-quarters of customers list stellar service as a key factor in securing their loyalty. However, providing superior service in 2021 differs vastly from previous years.

Customer service expectations are always evolving, and companies need to know what their customers care about most. Here are the customer service trends defining 2021:

  1. Customer service is synonymous with the brand. In the wake of the pandemic, customers interact less with businesses in person. Most of their communication occurs online or over the phone, and call center agents are experiencing a massive uptick in support tickets. Online shopping is also driving this trend. Without face-to-face interactions, customers engage with a brand almost exclusively through its customer service representatives.
  2. Customers are reexamining companies’ values. The pandemic forced people indoors and gave them ample time to reflect on what matters most to them. Customers are extending this thought process to businesses and are taking a hard look at company values. Customers want to buy from companies that prioritize social responsibility, diversity, and empathy. It’s no longer enough to provide the fastest service or the greatest convenience. Companies need to prioritize these values to earn a customer’s business and loyalty.
  3. Transparency and data security. Half of a brand’s customers will leave after a bad experience, but it’s not always an unhelpful agent or issues with an order that drives them away. How a company collects customer data and what they do with it matters more to customers across the board. One survey found that 71% of customers would drop a brand if it disclosed their data to other entities with express permission. Companies must perform the sensitive balancing act of personalizing the customer experience without encroaching on their privacy. Transparency about data collection, use, and distribution is critical to earning a customer’s trust.
  4. A demand for messaging. Many customers contacted a business via message for the first time as the pandemic forced them indoors. Most of those individuals plan to continue messaging businesses. However, messaging is a broad term that encompasses many platforms, and customers want to engage on their preferred communication channel. Tickets across all messaging channels leaped in 2020, including text, live chat, social media, online forms, and email.

Companies need to engage with customers where they are, and this means adopting omnichannel communications. Your business risks losing its customer base if you’re lacking messaging channels like chat and live text. Contact the experts at Actec to learn more about our messaging solutions.

How to Maximize the Digital Customer Experience

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July 27th, 2021

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The pandemic forced companies to change how they do business as stay-at-home orders limited how they could interact with customers. As people adjusted to working from home and shopping online, their expectations for digital interactions evolved. Customers aren’t as forgiving of clunky digital experiences, and companies need to keep up with the latest trends. Here are a few pivotal elements companies can implement to enhance the digital customer’s experience:

  1. Business conduct matters. People are no longer content to purchase products and services without knowing how they’re rendered. If a business claims to be eco-friendly, it needs to show proof. Showing customers how the company produces its goods and services establishes a positive character and culture. Gaining customers’ trust goes a long way toward earning their business.
  2. Measurable differentiation. Companies often boast that they’re innovators in their field, but the words fall flat without proof. With a flood of competition, companies need to work harder than ever to show how they are different and why a customer should choose them. Companies can do this by investing in causes that align with their values or producing unique solutions for customer’s pain points. Telling customers how the company is different is easy, but showing it will be critical to securing customer loyalty.
  3. Chat programs. Offering chat services isn’t new, but customers’ expectations of it have changed. Customers want rapid solutions. They don’t want to sit and wait much as they would on a phone call. Chatbots can provide immediate answers based on the customers’ inquiries, which eliminates a previously frustrating experience.
  4. Omnichannel communication. Customers want the option to connect with a company through a variety of channels. Some prefer traditional phone calls, while others want to use a contact form. Customers want modern options as well, including chat, text, and social media interactions. Companies need to be available when and where their customers need them, which means expanding the available communication channels.

The digital customer experience has become more nuanced in the wake of the pandemic. Companies need to be able to pivot and keep up with customer preferences and trends. Investing in a chat and text program can help bring your company in line with customer expectations. Contact the experts at Actec to learn more about our chat and text solutions.

Online Live Chat Support Drives Customer Satisfaction

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July 13th, 2021

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As technology evolves, customer expectations rise with it. Traditional business hours can hamstring an insurance organization, especially if their competition offers 24/7 customer support. While most organizations can’t afford around-the-clock customer service agents, offering text and chat support is an affordable alternative.

Here are a few ways text and chat support improve the customer’s experience:

  • Availability when customers need it most. Accidents and losses can happen at any time, with many occurring outside the typical nine to five operating hours. Most insurance customers want to start the first notice of loss (FNOL) process right after the incident occurs. If the insured has to wait the entire weekend to begin their claim, they’ll be in a state of high stress and agitation by the time they reach an agent. Offering text and chat support allows the customer to start the claim process, receive answers for their coverage and policy questions, and keep them up to date on their claim as it progresses.
  • Less frustration. Customers hate calling customer service and encountering a pre-programmed phone tree. When customers experience a loss, they don’t want to navigate a convoluted voice response system to reach their destination. While text and chat services operate in a similar routing method, they can react to customer responses. Whether answering questions about policies, offering solutions based on historical data, or asking for clarification, text and chat services aren’t limited to the rigid structure of a phone tree.
  • Better information intake. Filling out a long form is the last thing a customer wants to do after experiencing a loss. Text and chat support can ask questions to obtain the information necessary to start the claim. Answering one question at a time is less daunting than a form littered with fields. These services can even autofill known answers, such as the insured’s name and address, to save time.
  • Superior service. Text and chat support help expedite the claim process, but they can improve the customer experience in other ways too. Insureds don’t know the nuances of the industry and may have coverage gaps without knowing it. Text and chat services can answer their questions about policy and coverage options while also making recommendations for compatible products. For example, many insureds don’t realize their homeowners’ or renters’ insurance doesn’t cover expensive items like engagement rings. If a customer asks about adding a spouse to their policy, text and chat support can inquire about their valuable personal property as well to ensure they have the coverage they need.

Text and chat services are transforming how insurance companies interact with their customers. Providing these additional communication channels eliminates pain points and provides a better customer experience. Contact the experts at Actec to learn more about implementing text and chat services.

Artificial Intelligence Is Improving Claim Processing and FNOL

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May 17th, 2021

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fnol aiMovies and television depict artificial Intelligence (AI) in a variety of ways, most of them sensational. In real life, artificial intelligence is a little less thrilling and a little more practical. The implications and uses of AI can prove every bit as fascinating, but we’re not likely to see sentient machines conversing with us or trying to take over the world any time soon.
Instead, these intelligent machines are automating tedious tasks and improving efficiency across all industries. For insurance companies, this means improving claim management and automating time-consuming claim and FNOL processes.

AI and First Notice of Loss

Insurers can expect AI to affect every aspect of the claims process from first notice of loss (FNOL) to resolving the claim. Improvements to FNOL are of particular importance as it has the greatest effect on client satisfaction. The claims process is cumbersome and unwieldy to a client not familiar with the process. AI can help insurance agents streamline and expedite claims for faster settlements and happier clients.

How AI Improves Claims Efficiency

Several administrative tasks within the claims process consume much of an insurance agent’s time. AI can take over these responsibilities, allowing agents to focus on investigating, appraising, and mediating the claim. For example, if a client wishes to review the history of their claim, an AI chatbot can assist them while the agent continues to work the claim. AI can also recognize common red flags for fraudulent claims or unnecessary repairs. An adjuster will need to make a final review, but it saves the time and expense associated with a human performing the legwork of these tasks.
The primary benefit of AI is its ability to help insurers recruit and retain customers. It does so by improving claims proficiency and reducing labor expenses. If your insurance company is struggling to acquire or maintain its clients, Actec can help. To learn more about enhancing your claims process, contact us today.

4 Ways Technology Improves Customer Loyalty

Posted on

May 11th, 2021

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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:

  1. 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.
  2. 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.
  3. 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.
  4. 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.

4 Impactful Electronic Customer Service Strategies

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April 27th, 2021

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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:

  1. 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.
  2. 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.
  3. 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.
  4. 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.

4 Ways to Provide Excellent Customer Service

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April 6th, 2021

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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:

  1. 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.
  2. 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.
  3. 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.
  4. 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

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March 23rd, 2021

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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:

  1. 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.
  2. 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.
  3. 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.
  4. 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.
  5. 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 Digital Claims Management and FNOL

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March 16th, 2021

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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:

  1. 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.
  2. 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 option for FNOL 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.
  3. 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.
  4. 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.
  5. 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.