Why Must Insurance Industry Implement Omnichannel Customer Experience?

• February 3, 2023

The contact center solution has applications in each industry. Already several industry verticals have adopted this software and they are gaining manifold advantages of this software. This software can be used to fulfill different goals; from improving client satisfaction to increasing lead generation, customer retention, and multiple other objectives. The insurance vertical is one of those industries that can boost their customer experience and gain several other advantages by using feature rich contact center software for the insurance industry. It is a must to use a call center solution for the insurance company and implement an omnichannel customer experience. Let’s explore why and how.

What is an omnichannel customer experience? 

Customer experience is a success metric or key performance indicator that shows how happy your customers are with the different services you offer to them. In insurance agencies, customers’ experience can be defined based on the engagement offered to them when they come for any of the following requirements: 

• Insurance renewal: A majority of customers connect with the insurance company to renew their insurance. This may also require suggestions and recommendations on add-ons, help them get no claim bonus, etc.
• Claim settlement: Another occasion when customers connect with an insurance company is when they seek settlement of the claim or get their claim passed. Usually, it is an automated process, but still, customers often need help in filing the claim, tracking the status, and getting paid for the claim.
• Knowledge acquisition about insurance: Some customers just need to know more about their already purchased policy for certain reasons. They might be exploring different policies. They may want to file a claim in the near future and want to understand the same.
• Insurance product inquiry: Lastly, customers might want to explore more details about insurance policies to make an investment or purchase.

The quality of service, responsiveness, efficiency, and multiple other factors define the customer experience. Customers can use any communication channel to connect with the team of an insurance company for any of the aforementioned or any other reason. If an agency succeeds in offering a universal experience across all communication channels to clients, then it is offering an omnichannel customer experience. 

Why implement an omnichannel customer experience in an insurance company? 

There are multiple reasons to implement an omnichannel customer experience in the insurance industry. Let’s explore the major ones.

To keep track of all conversations

As mentioned earlier, customers can connect with an insurance agency via different communication channels. If contact center software for insurance industry is not implemented properly, then it makes it difficult for insurance agents to know the context of the conversation. A conversation on WhatsApp might be misplaced or difficult to recall while an agent is responding to the client on an email or a voice call. On the other hand, an omnichannel contact center solution for insurance companies can show all past interactions between different agents of the company and the client. This helps customers to keep track of past conversations to lead future calls or interactions.

To provide personalized assistance

Having all interactions handy helps agents to deliver more personalized assistance to customers. It also ensures that agents don’t stay clueless or ask for the same information on different modes of communication. Agents can even give recommendations and suggestions based on the customer history, details, and past conversations if an insurance company has implemented an omnichannel customer experience using a feature rich call center software for an insurance company with unified communication support.

To monitor the quality of service

In any industry, monitoring the quality of service is a must and the insurance industry is not kept out of this list. An insurance agency can have multiple insurance products and customers might need assistance on several things. Agents need to be professional and polite to provide all the information to keep customers engaged and loyal to the company. However, in any insurance company, it is not possible to monitor all communication channels and agents for efficiency of call and service to retain a high quality of service. Setting up an omnichannel customer experience using an omnichannel contact center solution for insurance companies can help in monitoring this.

This software will have different features that can be used to monitor the quality of service, which include: 

• Live statistic 
• Barge-in 
• Whisper 
• 3-way conference calls 
• Call recording 
• Reports 

Each feature has its own role in assessing the quality of service in an insurance company. Excellent quality of service reflects jaw-dropping customer experience, which leads to high customer retention.

To define customer service strategies

There are always some gaps between customer experience strategies and actual deliverables to delight customers. Thus, it is necessary to constantly evolve and improve. It is possible with the right contact center software. Using its revolutionary features, you can assess the quality of your customer service campaigns and agents for your insurance company. You can also run a survey using this software to explore the view of customers. Using all this information, you can improve your customer service strategies and enhance the omnichannel customer experience even further. 

Wrapping Note

In conclusion, the contact center solution can be used in any industry to improve customer experience and elevate the standards of quality of customer services. The insurance industry is one of the industry verticals that can implement the best customer service strategy for omnichannel customer experience using software that is specifically designed for insurance agencies. This blog post has shared the major reasons to implement this strategy and use this solution.

We offer the best contact center software for insurance industry, which can help insurance companies to improve their customer experience. Enhancing client experience can result in plenty of other advantages, which you must take using our software. We provide a free demo, as well as, a lifetime free edition of our contact center software. This will give you an opportunity to explore and use our software to ensure the worth of using it for your insurance agency. Let’s connect over a call to discuss more details.