Most people interact with their insurers less than once a year. With so few customer interactions, it’s critical that insurers deliver these experiences well. Each interaction needs to be treated like a critical moment of truth, particularly in the claims process which is often the one-shot insurers have to prove themselves.
So, what makes a positive experience? Convenience, personalization, human interaction, and reassurance. These meaningful experiences occur when the customer can seamlessly weave in and out of automated and human interactions.A conversational interface that fits into the customer’s life
We work with more than 150 financial institutions in the world, helping them to optimize their processes of advice, sales and online support. Customers want the convenience of the digital and self-service experience, but they also want the personal touch that comes with speaking to their insurer when they need it. Our platform is used for topics such as:
Optimize Conversion Rates on marketing campaigns
If, as an insurance company, you have invested a large part of your budget in bringing traffic to your online channels, it seems logical that you should invest money to optimize the conversion rate. In the case of the financial sector, products are often complex and contracting complicated. The self-service concept is therefore not always 100% applicable. Our customers are using solutions like live chat, video chat or co-browsing to establish mechanisms that allow them to retain and convince customers at the moment of truth – just at that point when they are ready to buy.
Advise customers online on complex topics
Talking to a chatbot may offer a starting point for customers looking into complex issues like a pension plan. But when it comes to the final decision on these complex long-term decisions, customers will want to speak to a real human who can offer specific advice and reassurance. Chatbots provide the bridge from digital to human. Then the advisor continues online for however long it takes, with solutions such as messenger, video, and co-browsing.
Visually support customers online
With solutions such as Live Chat and Co-Browsing our advisors improve efficiency in the customer support process and issues resolution from the Contact Center. They report up to 40% reduction in the time needed to solve a customer issue.
Improve the claims experience
A customer experience that flows easily enables an agent to better resolve issues and care for the customer’s unique needs. Rather than keeping a customer on the phone for twenty minutes or more as they explain the incident, the entire process can be handled via mobile, using chat, video and document sharing functions. For the customer who is stranded by the side of the road or in a daze in a hospital corridor, this level of convenience and simplicity can give peace of mind and even build loyalty.
Financial institutions bridge the gap between online self-service interactions and traditional communication methods in order to have a directly positive effect on customer satisfaction, sales conversion and customer loyalty.Why Unblu for Insurance Companies
The Unblu Platform provides a complete conversation and collaboration platform especially focused on the financial services industry. It has been architected to scale across large businesses, address regulatory needs and provide a seamless migration from function to function within the same customer journey. The system has been in use in the banking industry for more than 10 years and features an extremely high degree of configurability.
We are the only company in the space that is 100% focused on the financial services industry. With over 150 banking and financial services implementations worldwide in institutions such as AON, Helvetia, and Prudential, Unblu is transforming how insurance companies engage and collaborate with customers and prospects.