With a lot of accidents, disasters and natural calamities affecting people from time to time, insurance companies are hit hard. They are under a lot of stress as they hardly make profits anymore! One key to return back to being profitable is to enhance customer experience. Customer is the king, and you really have to work hard to satisfy them. Customers not only want insurance, they want a good experience and want to be satisfied with your services. No customer wants to invest time, money and effort in a business that does not treat its customers well.
If you are an insurance company facing the same ordeal investing in technology and getting customer insights can help a great deal. Here are some tips that can help you enhance the experience for your customers and make them return to you for their insurance needs:
Connect with your customers
Understanding the nuances of insurance and deciding which insurance to take can be a complicated process, and no one would like to go door to door trying to resolve their queries. Rolling out a system through which customers can directly get their questions answered will prove to be very helpful, both for your business and the customers.
An Insurance chatbot can help a great deal by enabling customers to discuss their questions. The chatbot interacts with the customers just like humans. It will ask questions to understand what customers are looking for and what their needs are, hence providing a personalized experience. It will then provide solutions to their problems. What is best about a chatbot is that it is accessible 24/7 and can work tirelessly unlike humans.
Hear them out
If a customer wants to speak to an agent or customer care executive about his query, the agent should hear him out completely and not start pitching his script. It is important to empathise with him in order to understand what his needs are. It should not be just about insurance, it should be about customers too. Sometimes by hearing your customers out, you come to know of shortcomings in your process or system, and you can then use it to improve the customer experience.
By creating a process which eliminates middlemen and customizes insurance plans based on customers’ needs using machine learning and AI, you can create a smooth process for them. Once they are convinced of a policy, they can directly call your agent to take the policy.
This process is not in place to undermine the importance of human interaction, but just to make the process less cumbersome and time-consuming.
Go where your customers are
Customers these days want all things to get done sitting in the comfort of their homes. It is important to have a website and system that allows the customer to do just that. The idea is to make everything accessible for your customer so that he does not find it difficult to take time out of his hectic schedule for buying policies or making claims. Some companies allow their customers to upload pictures of damages and claim insurance.
Lastly, your system and process should be very simple and user-friendly, a system that can be used by customers of all ages. A complex system irritates the customers quickly, making him abandon the business. You would not want your customers to go to your rivals just because they had a simpler system than you.
It is wise to not overlook the importance of providing your customers with a good experience. Remember, it should not only be about selling a policy, it should also be about how customers think of you as a business and how happy they are with your services.