Solving the challenges of home & auto insurance brands through visual customer engagement
Today’s digital customers expect instant solutions and personalized experiences. As an insurance professional, you understand how critical it is to deliver excellent customer service. But with the demands of an always-evolving competitive landscape and increasing customer expectations, it can be a challenge to keep up.
Here are some challenges facing today’s insurance brands:
Improving customer satisfaction: Keeping customers happy is central to the success of your business. However, with so many competing demands, it can be difficult to find the time, strategies, and resources to prioritize customer satisfaction.
Balancing cost and innovation: You want to implement cutting-edge solutions, but you also need to do so in a cost-effective manner. Pricing should be simple, reasonable, and reliable.
Managing customer expectations: Customers expect the convenience of digital service paired with the one-on-one attention of an in-person experience. Meeting user expectations and delivering top-tier customer service across any device or channel can strain even veteran engagement teams.
Training and adoption: You can’t just introduce new tools or expectations to your team and hope for the best. Streamlining processes that integrate with existing workflows improves service outcomes and reduces costs. However, it can be difficult to find truly simple ways to optimize.
How does visual customer engagement solve these problems?
Paul was having a great night out with coworkers when he got the kind of call we all dread. When he answered, his wife said their teenage son–still on a learners’ permit–had pulled into the driveway and right through the garage door! No one was hurt, but the garage door was toast and the car, an old beater, probably wouldn’t be worth salvaging anyway.
Paul said he would handle it, but needed to navigate his insurance policy. He opened his insurance provider's mobile app but was unsure how to find the information he needed.
Paul tapped the support button and was surprised to see a video chat option. He was connected with an agent named Sylvia who listened to his story and suggested they use cobrowsing, which allowed her to see his screen and highlight important information.
After just a few clicks, Paul was able to confirm that the damage would be covered, and he was satisfied with the experience. Sylvia was able to show Paul exactly where he needed to click and what to read on the screen. More importantly, she provided a human connection between Paul and his insurance policy.
This is an example of how technology, like video chat and cobrowsing, can be used to improve customer engagement and support for insurance companies.
Learn more about how visual CX is growing insurance brands
Reading about it is one thing, but actually seeing visual customer engagement is another. If you’re itching to learn more, please join us for a webinar on March 14 at 2:00 pm EST where we’ll be answering your questions about cobrowse, screenshare, inbound video chat, and other simple visual customer engagement tools. You can expect to see just how quick and effective these tools are in real-world scenarios and what these engagements look like when integrated into a major CRM system like Zendesk.
Still have questions?
We are happy to answer any questions you have about cobrowsing, screensharing, mobile camera sharing, video chat, & more. Recursive Labs is an industry leader in Next Generation Visual Customer Engagement & our team has plenty of knowledge to share!
Shoot us a message & we'll send more info!
Recursive Labs is an industry leader in next generation visual customer engagement software in the form of secure no-download cobrowse, screenshare, video chat, & mobile camera CRM software. We help companies connect customers & support teams seamlessly through no-download visual engagement tools that integrate with major CRMs.