Personal and automated communication
There is still much to be improved in insurers' customer journeys. This is something we've noticed in discussions with various industry players. Insurers files numerous consumer inquiries and strive for frictionless communication. They want to be active on their customers' preferred channels and thus guarantee an optimal customer experience.
Improving communication with consumers in an efficient way requires automation. Our advice: automate what you can and want to automate, but keep the personal touch vital for your customers. With smart communication solutions, switching between automation and personal communication is easier than is often thought.
Optimise communication across every channel
The customer journey with insurers often starts online. Here, a consumer searches for the insurer or adviser that suits them. They will then contact you. For example, by registering on the website, telephone, WhatsApp, SMS, or chat. On the one hand, which channel the consumer contacts through depends on the consumer's preference. On the other hand, it depends on which channels the insurer offers. Research which channels are preferred by consumers and make sure you are there.
Chatbot for optimal customer contact
Do many consumers use chat to make contact? Then a chatbot is a smart way to optimise your customer contact. Consumers get answers to their questions faster and easier. Many large insurers have already built a chatbot together with CM.com. In this way, these insurers seize technological opportunities to transform traditional business processes.
A good example is a user-friendly chatbot from a.s.r. By implementing this chatbot, 85% of the website users find an answer to their questions. In addition, the NPS of a.s.r. increased by 40 points.
Digital insurance contract
The next step in improving the customer journey is adding digital conversion moments. For example, is your (potential) customer looking for contact via WhatsApp? Then, of course, you want to take out insurance during the conversation. Then it is handy if you can share a digital quote or payment link in the same channel. This way, you make it easy for the customer and bind them directly to you.
A simple and smart solution for this is Sign from CM.com. This allows you to sign quotations, contracts, and documents immediately legally. This gives both parties faster certainty and a better experience. In addition, you save a lot of costs on, for example, labour hours and materials. That it works is apparent from experience with Sign of Maandag®. They no longer send many contracts and documents by post but digitally. Professionals and customers enjoy signing and sending contracts digitally, according to research. Everything goes a lot faster now.
Customer data central
Digital conversations also provide significant cost and time savings in portfolio management. An important advantage of digital communication is that you can centrally store and combine the conversation history and customer data. So you have the option to put all customer service and marketing data in the same customer data platform. For example, you can save which preferred channels a customer has, or you already have the correct data ready when a customer starts a chat or conversation. The customer does not have to provide all the data again with every contact with the insurer. With this data, you can improve the customer journey and switch seamlessly between automated and personal communication. In other words: the pursuit of frictionless communication is becoming a reality.
Smart integration with existing tools
Can you then combine existing data from existing systems? Yes, we can integrate our communication software into existing systems. CM.com's solutions are suitable for all organisations, regardless of size or volume. This way, you automate part of the process, and your employees no longer have to retrieve information in different tools. This saves valuable time that they can better spend on customer contact. Long, expensive implementations are also a thing of the past. In addition, cloud solutions are easy to use.
An optimal customer experience for your customers
Allow customers to arrange their insurance in a secure digital environment, but keep the personal touch. Embrace the available technologies and improve the customer journey every step of the way. Digitisation thus becomes the solution for an optimal customer experience.