Improved engagement and customer care
Posted: Mon Jan 06, 2025 5:25 am
show in a transparent and user-friendly way the consumption of individuals, where it comes from, and how it can be reduced;
enable the use of self-service tools by building simple, intuitive and customized platforms that customers can use independently both to make requests for clarification and further information and to proceed with payment directly online.
The benefits of digitizing the customer base are numerous: from offering up-selling and cross-selling content to improving engagement and customer care, all the way to reducing costs .
The practical guide to offer your insured a valuable customer experience
By digitizing customer service and developing an omnichannel approach, companies are able to offer upselling and cross-selling content .
According to a recent survey by global consultancy Simon-Kucher, nine guatemala whatsapp resource out of ten customers would prefer to buy all their insurance policies from one provider, provided that the offers meet their expectations. While attracting new customers in the insurance sector costs a lot of time and money, there is still great potential for premium and cross-selling . What still seems to be missing today are coordinated efforts aimed at customer loyalty (eight out of ten customers never purchase another product after the initial sale).
Since so many people would prefer to buy all their policies from one provider, insurers should structure their sales funnels in a way that maximizes all contact opportunities. And that means trying to connect even more intensely with policyholders on individual sales channels , deeply rooted in their daily lives. Without access to real-time data, the changing needs of customers are destined to remain unknown, resulting in missed sales opportunities, even important ones.
In the case of data-driven insurance, omnichannel customer interactions are fueled, enriched and made more accurate thanks to data. If traditional customer service methods are reduced to the use of spreadsheets, forms or checklists, often overly complex, the interaction with customer care can become particularly frustrating, especially if operators repeatedly ask policyholders for the same basic information. The service, due to the greater likelihood of human error, can be slow, ambiguous and imprecise, resulting in an unsatisfactory customer experience.
Data, by enhancing call deflection processes, increases customer retention rates. The point is that by automating manual customer service processes, on the one hand the company saves time and resources in the long term and on the other hand ensures a continuous flow of quality information that agents can use to improve ordinary activities and procedures. In this way, customers no longer need to provide the same information over and over again and agents are free to focus more on initiatives aimed at increasing customer engagement and less on lower-value operations.
Cost reduction
One of the most important strategic benefits of data-driven insurance is the ability to streamline operations: thanks to intelligent data monitoring, companies can optimize their activities in real time – from pipeline management to proposing additional products. In fact, a McKinsey report states that by automating even the claims process alone, insurance companies can reduce operating costs by 30% .
The potential of data-driven insurance is practically infinite: by making the collected data valuable, any touchpoint, even the most annoying and “slippery” ones, can become a marketing and dialogue tool with the user, they can constitute precious opportunities to improve the customer experience and consequently the engagement and loyalty rate.
enable the use of self-service tools by building simple, intuitive and customized platforms that customers can use independently both to make requests for clarification and further information and to proceed with payment directly online.
The benefits of digitizing the customer base are numerous: from offering up-selling and cross-selling content to improving engagement and customer care, all the way to reducing costs .
The practical guide to offer your insured a valuable customer experience
By digitizing customer service and developing an omnichannel approach, companies are able to offer upselling and cross-selling content .
According to a recent survey by global consultancy Simon-Kucher, nine guatemala whatsapp resource out of ten customers would prefer to buy all their insurance policies from one provider, provided that the offers meet their expectations. While attracting new customers in the insurance sector costs a lot of time and money, there is still great potential for premium and cross-selling . What still seems to be missing today are coordinated efforts aimed at customer loyalty (eight out of ten customers never purchase another product after the initial sale).
Since so many people would prefer to buy all their policies from one provider, insurers should structure their sales funnels in a way that maximizes all contact opportunities. And that means trying to connect even more intensely with policyholders on individual sales channels , deeply rooted in their daily lives. Without access to real-time data, the changing needs of customers are destined to remain unknown, resulting in missed sales opportunities, even important ones.
In the case of data-driven insurance, omnichannel customer interactions are fueled, enriched and made more accurate thanks to data. If traditional customer service methods are reduced to the use of spreadsheets, forms or checklists, often overly complex, the interaction with customer care can become particularly frustrating, especially if operators repeatedly ask policyholders for the same basic information. The service, due to the greater likelihood of human error, can be slow, ambiguous and imprecise, resulting in an unsatisfactory customer experience.
Data, by enhancing call deflection processes, increases customer retention rates. The point is that by automating manual customer service processes, on the one hand the company saves time and resources in the long term and on the other hand ensures a continuous flow of quality information that agents can use to improve ordinary activities and procedures. In this way, customers no longer need to provide the same information over and over again and agents are free to focus more on initiatives aimed at increasing customer engagement and less on lower-value operations.
Cost reduction
One of the most important strategic benefits of data-driven insurance is the ability to streamline operations: thanks to intelligent data monitoring, companies can optimize their activities in real time – from pipeline management to proposing additional products. In fact, a McKinsey report states that by automating even the claims process alone, insurance companies can reduce operating costs by 30% .
The potential of data-driven insurance is practically infinite: by making the collected data valuable, any touchpoint, even the most annoying and “slippery” ones, can become a marketing and dialogue tool with the user, they can constitute precious opportunities to improve the customer experience and consequently the engagement and loyalty rate.