4 Best Practices for Onboarding New FNOL Customers

Posted on

March 15th, 2022

by

Which insurance provider a customer selects depends on several factors. The value of the product and the service quality customers receive are significant factors in their overall satisfaction. However, insurance providers have a significant opportunity to secure a new customer’s loyalty immediately after establishing their account.

The onboarding experience can help customers feel welcomed while showcasing the value of their insurance packages. The following new customer onboarding procedures can boost customer retention and satisfaction:

  1. Offer simple tutorials. Logging into a web portal or mobile app for the first time can be overwhelming for new customers. Several tabs and content features compete for their attention and may leave them feeling confused. Including a tutorial can help new customers learn to navigate their products and services without frustration or confusion.
  2. Include an onboarding checklist. Customers may not be able to unlock the full potential of their portals without completing certain onboarding tasks. Including an automated checklist that updates as they complete these tasks can ensure the best experience possible. Automating these tasks can expedite the process as well.
  3. Provide a self-service area. Many of today’s customers are tech-savvy. They want to find the answers to their simple questions without placing a call or submitting a ticket. Offering help documentation and online answers to frequently asked questions empowers customers and allows them to find solutions quickly.
  4. Offer multiple communication channels. Customers want a personalized experience, which includes communicating on their terms. Some individuals prefer to speak to a customer service representative, while others want a chat option. Implementing several communication channels allows customers to use their preferred method to engage with their insurance provider.

Implementing text and chat services provides flexibility for customers, particularly when establishing first notice of loss (FNOL). Customers reporting a loss are often under immense stress. Having the option to text or chat with their insurance provider removes the frustration of waiting on hold or reporting a loss through a web portal. Text and chat services for FNOL meet customer needs during stressful events. Contact the experts at Actec to learn more about our text and chat services.

Emerging Chat and Text Support Trends of 2022

Posted on

February 22nd, 2022

by

The competition remains high in the insurance industry, and insurance companies need every edge they can get to maintaincustomer loyalty while attracting new clients. Advancements in technology drastically changed how customers engage with their insurers. Many expect omnichannel communication options, and failing to meet this expectation can lose their business. Customers have a notable preference for real-time communication, such as chat and text messaging customer support. Here are several trends that emphasize the importance of chat and text customer service:

  1. Over half of customers (around 60%) expect a rapid response to their customer support questions. When an insured initiates first notice of loss (FNOL) or needs an update about their claim, they don’t want to wait several hours or days for a response. They are experiencing a stressful event and view long wait times for a response as poor service. Text and chat FNOL services provide rapid answers and soothe concerns.
  2. Only about one-third of businesses think text and chat services are important to customers. There is a notable incongruity between what communication channels customers want and what businesses think their customers want. Insurance providers have a ripe opportunity to improve their service by meeting customers where they want to engage—via text or chat.
  3. Customers between the ages of 18 and 49 indicate live chat is their preferred customer service channel. Millennials are 20% more likely to use chat services than baby boomers, while over one-third of Gen Z prefer chat services. Gen Z particularly dislikes making phone calls for their service inquiries, and over half of them avoid calling customer support altogether.
  4. Chat services are the most satisfying communication channel for most customers. Nearly three-fourths of customers that use chat services for their customer support questions report a satisfying result. This percentage tanks to 51% for email communications and 44% for phone calls.
  5. Chat services are an effective lead generator. Potential customers are wary of providing their contact details. Some are concerned about security, while others don’t want to receive a barrage of marketing emails, phone calls, etc. However, when customers decide to provide their information, over 40% prefer to do so through chat. Insurance companies need a chat or text option for customer service to maximize their leads.

Implementing text and chat services is critical to meet customer expectations and retain their loyalty. Contact the experts at Actec to learn more about the benefits of text and chat customer support.

4 Ways Effective Communication Boosts Call Center Success

Posted on

February 15th, 2022

by

How a company communicates internally has far-reaching effects and contributes directly to its long-term success. It plays a critical role in how well a call center performs. The following are several ways effective communication improves a call center’s performance, the quality of customer service employees provide, and the company’s bottom line:

  1. Better productivity. Call center employees won’t perform well if they don’t understand their role or what their employer expects of them. Confusion often leads to frustration, which restricts productivity. Employees perform with much greater efficiency when they have clear guidelines and understand their responsibilities.
  2. Improves engagement. Managers communicate with call center employees regularly to ensure they understand the company’s goals and service expectations. However, companies need to ensure that line of communication goes both ways. Employees can’t engage as well with their work if they can’t seek input from management for clarification or feedback. Having open dialogue also shows employees that their managers appreciate their input and care about their workplace concerns.
  3. Better quality of service. Good internal communication often translates to improved external communication with customers. Effective communication helps call center employees feel confident in their role, which enhances the quality of service they can provide. Customers appreciate direct and transparent communication, and providing that improves their loyalty.
  4. Solves internal issues. Workplace tensions will simmer and explode without effective communication. Teams can resolve internal issues by employing active listening and formulating respectful and professional responses. These effective communication strategies can transform destructive arguments into constructive conversations.

Effective communication is a critical element of any successful call center. Communication strategies affect internal and external workplace relationships. Actec understands the importance of having an effective call center that delivers consistently high-quality service. Contact us to learn more about our nearshore contact center services.

5 Ways to Provide Service Above and Beyond Customer Expectations

Posted on

February 8th, 2022

by

Today’s customers are more empowered and want more involvement when engaging with their service providers. Many prefer self-service options and want to find answers to their questions on their own. As a result, they have elevated expectations when they reach out to their insurance company for assistance. They’ve likely already tried to resolve the issue, and they don’t want a quick fix. Customers expect representatives to be knowledgeable and go the extra mile to resolve their complex problems.

Customer loyalty is fickle in the insurance industry, and a single negative interaction is enough to send them looking for a new provider. However, lackluster service isn’t likely to stimulate customer loyalty. The following are several ways to provide stellar customer service in a hyper-competitive environment:

  1. Engage with social media. Customers are more connected than ever and having a social media presence is a must. However, social media pages are ripe for gathering data and enhancing customer service. For example, companies can follow customers back to see what they’re talking about and gain insight into their customer base. Insurers should respond to all comments as well—the good and the bad—to build trust and show the customers that their provider cares about them. Social media also helps gather unfiltered customer feedback, which insurance companies can use to improve the customer experience.
  2. Seek feedback through multiple channels. Not all customers engage with companies in the same way. Some prefer to complete surveys through email, text, or phone, while others prefer to leave reviews online. Social media is another great way to gather feedback through interactive polls. Essentially, companies should seek feedback where their customers are congregating. They are much more likely to yield useful information for improving customer service.
  3. Respond quickly. Even if there is no immediate answer to a customer’s problem, insurance providers need to let their customers know they are working on a solution. Companies that reply quickly are way ahead in the customer service race than companies that leave their customers wondering if their insurer received their message.
  4. Surprise customers with thoughtful gestures. Monitoring social media channels is a great way to identify features customers want. Sending a tweet to a customer about a new service offering made based on their suggestion humanizes the organization and shows the company cares about their customers’ opinions. Gestures don’t have to be grand to have a positive effect, either. For example, insurance providers can send customers a gift card with a thoughtful message after experiencing a covered loss. Small gestures like this show the customer their insurance provider cares about the difficulties they’re facing during a stressful claims process.
  5. Use technology the right way. Trying to shoehorn a customer into an awkward technology funnel will fail to meet expectations every time. Technology should help customer service representatives provide the best possible service while meeting customers’ needs when and how they require it.

Implementing text and chat first notice of loss (FNOL) support is a great way to expedite the claims process and provide customers with a sense of agency during a stressful event. Customers can report accidents or other covered perils through their preferred communication channel, receive updates regarding their claims, or find answers to their coverage questions. Contact the experts at Actec to learn more about the benefits of text and chat FNOL services.

Improving FNOL Processes with Technology Changes

Posted on

February 1st, 2022

by

First notice of loss (FNOL) represents the single greatest opportunity insurance adjusters have to set the tone for customersatisfaction. If any missteps occur, it’s incredibly difficult to turn the customer’s opinion around after the fact. Streamlining the FNOL process is vital to ensuring a positive start to the claim, but implementing effective change can be a challenge. Insurers may not know where in the process the bottleneck occurs, but technology can help illuminate and resolve those issues.

Automating for Intelligent Claims Routing

Some of the issues with FNOL can occur dependent upon which adjuster receives the claim. While insurers take steps to ensure the claim goes to a qualified adjuster, it can be hard to know upfront who is best for the job. Fields of experience, workloads, and years on the job all affect which adjuster is best for the claim. An insurer may think that a seasoned adjuster is best for a complex claim, but this isn’t always the case if that adjuster is already overloaded with work or doesn’t have experience in that type of claim.

Most insurers don’t have the time to dig down into the nitty-gritty details, which often results in changing adjusters as the claim progresses. This irritates customers because they have to repeat their story, re-send documentation, and other redundancies that hurt their overall experience and confidence in their insurer.

Artificial intelligence (AI) can prevent these repetitive tasks. AI can compare adjusters’ locations, availability, areas of expertise, and licenses to pinpoint the best adjuster for the claim without slowing down the claims process. Automating the claims assignment process saves managers time and reduces aggravations on the back end and front end alike.

Identifying key areas of slowdowns in the claims process can help expedite incoming claims, improve customer satisfaction, and boost an insurance company’s bottom line. The experts at Actec understand the frustrations insurers face when trying to overhaul their claims process. Contact us to learn how we can help streamline FNOL as well as improve your claims processes with our custom claims intake solutions.

4 Blunders Companies Make When Communicating With Customers

Posted on

January 25th, 2022

by

Exceptional customer service is essential for an insurance company to succeed. Customers want to feel like a valued client rather than a file number, and they want rapid answers to their questions. They also place a premium on hassle-free claims. However, many insurance companies make several missteps when communicating with their customers. Miscommunications lead to frustration and a poor customer experience.

The following are some of the typical blunders insurance companies make when communicating with insureds:

  1. Chronic understaffing. Customers hate waiting on hold. They hate it even more when they have an urgent problem, such as a car accident or loss. It degrades customer loyalty to have consistently long wait times, as they feel undervalued. Call logs can provide actionable insight for staffing needs by determining when call volumes are highest.
  2. Limited communication options. It’s not always possible for an insured to call in a claim, and many prefer other communication channels altogether. For simple policy questions, some insureds would rather contact chat support. Others prefer email to maintain a record of communication. Customers expect to have several communication channels available to them, including phone, email, a mobile app, text, and chat support.
  3. Lack of adequate training. Customer service representatives need to be experts when it comes to the insurance products the company carries, how to answer questions about various policies, and how to navigate the claims process from FNOL to resolution. In addition to being knowledgeable, service representatives need soft skills, such as empathy and problem-solving.
  4. Not providing support 24/7. Accidents and losses don’t contain themselves to typical working hours. Insured need a way to establish first notice of loss (FNOL) wherever and whenever the incident occurs. If an insured can’t receive the help they need during a crisis, they’re likely to look for a new insurance provider. Insurance providers can meet this customer need by investing in a nearshore call center.

Nearshore call centers provide the benefits of an offshore service without the headaches. Nearshore service representatives are familiar with the customer’s culture and can respond with the appropriate empathy for the situation. Contact Actec to learn more about the benefits of a nearshore call center.

5 Methods to Improve the Quality of Your Call Center

Posted on

January 4th, 2022

by

Businesses need a call center that answers customers’ questions quickly and satisfactorily while providing superior service. If customer satisfaction dips, companies can implement several strategies to enhance the quality of their customer service. These include:

  1. Ensure call center employees understand the standards. Poor quality of service reflects badly on a company. Without clear guidelines, call center employees will struggle to provide the level of service a company expects. For example, if a company’s culture prioritizes friendliness, call center employees should adopt a friendly tone rather than a strictly corporate one.
  2. Train new employees. Onboarding and training new employees are norms, but how thorough the training is affects the quality of service employees can provide. For example, allowing new employees to shadow veteran employees improves their understanding of service expectations.
  3. Coach employees often. Call centers often record customer calls, which companies can use to coach employees. Companies can recognize high performers to help new employees learn the desired quality of service. Managers can also coach employees that are struggling to meet KPIs.
  4. Ask customers for their input. Companies may believe their call center is performing well, but they can’t know for sure without feedback. Businesses can ask customers to fill out satisfaction surveys either via email, text, or on their website.
  5. Learn from negative feedback. Angry customers aren’t likely to take employees’ feelings into consideration when they leave feedback or reviews. However, it’s valuable insight into weak areas of the company’s customer service.

Providing clear standards, training employees well, mentoring them, and learning from customer feedback are critical to providing quality customer service. If your current call center isn’t performing to your standard or if you’re searching for a provider, contact the experts at Actec to learn more about our nearshore call center services.

4 Traits Call Centers Need for Effective Crisis Communication

Posted on

December 21st, 2021

by

Insurance providers need a call center that can handle all their incoming calls, particularly when it comes to emergencies. When insureds initiate first notice of loss (FNOL), they’ve often experienced a high-stress incident. From house fires to car accidents, insurance call centers need to have the skillset to navigate customer crises. Here are several characteristics of call centers that communicate effectively during a crisis:

  1. High call volume preparedness. Some crises affect a significant number of customers. For example, hurricanes can damage property and vehicles. Insureds may find themselves homeless while waiting on repairs. Call centers need to have the capacity to handle a sudden influx of calls, particularly for imminent covered perils.
  2. Crisis management experience. Not every industry needs call centers with experience handling emergencies. Insurance companies need a call center staffed with agents that understand how to perform FNOL intake during a crisis and how to respond appropriately to frantic customers. Similarly, agents need to be able to identify a true emergency. What seems critical to a customer may not require immediate action. In those instances, agents need to know how to diffuse the situation and help customers navigate the next steps of their claim.
  3. Strong emotional intelligence. During a crisis, call center agents need to be able to identify how the customer is feeling and respond with empathy. Customers will likely be upset or angry during a crisis, and call center agents need to know how to contain the situation without allowing their emotions to affect the level of service they provide.
  4. Insurance providers need a call center that can adapt to meet their needs. Increased call volumes during a crisis often require additional agents to field all the calls in a timely manner. Some call centers achieve this by having agents on-call or tapping into a work-from-home network.

Accidents happen, and it’s not always possible to predict when disaster will strike. Insurance companies need a call center that can handle critical situations whenever they arise. Contact the experts at Actec to learn more about our nearshore contact center services.

4 Strategies to Improve the Digital Customer FNOL Experience

Posted on

December 14th, 2021

by

Customers have high expectations of their insurance company. Providing a good customer experience hinges on how well providers understand these expectations. Quality service and competitive product prices are still important, but customers aren’t willing to tolerate friction to get them. Customers need to know they are more than a file to their insurer, and they expect frustration-free interactions. Half of the customers will seek a new insurance provider after a single negative interaction. That number skyrockets to 80% with repeat bad experiences.

Here are several strategies to improve the online customer experience:

  1. Find their pain points. Companies that identify bottlenecks or common frustration points for their customers can take steps to remove as much of this irritation as possible from digital customer service. Live chat is a great way to facilitate these conversations with insureds and allows agents to resolve customer problems in real-time.
  2. Optimize for mobile and accessibility. Customers need to have access to their provider on any browser or device. Having a responsive website for all devices is an established standard, but it’s useless if the webpage can’t function properly on certain browsers. Customers won’t bother to download or switch to another browser. With every abandoned interaction, insurance providers lose some of that customer’s loyalty.
  3. Let them help themselves. Customers are tech-savvy and often want to find solutions on their own time. Some popular self-service options include knowledge bases, frequently asked questions, and community forums.
  4. Offer omnichannel communication. Customers have diverse preferences for how they engage with their insurance provider. Some prefer traditional communication methods, such as the phone or submitting a ticket through their portal. However, others want to reach out over social media, text message, or chat. Many use a mix of different channels depending on the complexity of their problem.

Insurance companies need to provide high-quality service during every customer interaction. Engaging with customers when and how they prefer is a significant step to meeting their expectations. Contact the experts at Actec to learn more about implementing text and chat support.

How to Transform the Customer Experience with Technology

Posted on

November 9th, 2021

by

The insurance industry has made significant strides toward improving the customer experience in recent years. Many have updated customer documents to reduce industry jargon and increased engagement with their customer base. While these are promising first steps, insurance companies need to harness new technology to deliver the experience their customers want. Some examples include:

Show Customers the Value of Data Sharing

Today’s customers expect services tailored to their needs, but meeting that expectation relies on having accurate data. Insurers that collect customer information during every interaction can provide personalized policies and other product recommendations that align with their customers’ lifestyles, risk profiles, and more. Encouraging customers to share these details also gives insurers an opportunity to demonstrate their transparency by explaining how they use that information.

Implement AI at Every Stage of the Customer’s Journey

Insurance providers have started dabbling in AI integrations. Some use AI chatbots to provide answers to customers’ simple questions regarding their coverage or claims. Insurers also use AI to automate certain aspects of the claims process, while others use the technology to detect fraud. Applying AI technology to all customer interactions expedites claims processing, resolves customer questions quickly, and provides an overall better experience.

Offer Omnichannel Communication

Customers hate waiting on hold, waiting for email responses, and waiting for claims updates. In short, they hate waiting, and it erodes their satisfaction and loyalty. Offering omnichannel communication allows customers to engage with their insurance provider when and how they prefer. Insurers should aim to expand upon the typical communication channels like phone and email to include social media, text, and chat.

Customers expect a personalized experience when they interact with their insurance provider. They also want convenience and rapid solutions to their problems. Text and chat communication offers insurance providers a chance to use a more personal communication method to improve the customer’s experience and exceed their expectations. Contact the experts at Actec to learn more about implementing chat and text communication.