The insurance industry is facing regulatory change, particularly driven by the Hamon Act, which is strengthening competition. Meeting customer demands through an adapted organization is not a matter of choice: it is a necessity to sustain the activity.
Climatic upheavals, as much as the profound transformations affecting our society, induce a paradigm shift. Customers are more demanding, more suspicious, more volatile. Therefore, when a crisis or emergency arises, insurance players are up against the wall and must deliver an optimal customer experiencedriven by a sense of service and absolute accessibility.
If it is possible, as we mentioned earlier, to define alternative scenarios and contingency plans for maximize the availability of customer service and the availability of advisers to cope with peaks in activity, we have to go even further. Absorbing the load is nothing without a quality response!
By using customer voice and data to better respond to policyholder requests, it is possible to better identify customer expectations, to analyze the way they verbalize them to feed a knowledge base that can feed FAQs and thus expand the self-service offer. The promise: to allow the simplest queries to be resolved independently, to relieve the contact center and thus refocus the advisors on the most critical tasks.
This knowledge base also makes it easier to provide agents with accurate and relevant answers, helping to ease their mental load and satisfy the customer.
The idea? Create a virtuous loop in the service of customer satisfaction!
3 QUESTIONS FOR…
Stéphan Rouillon, Sales Manager Customer Engagement Analytics for NICE
What do you think are the key elements to bring together to simultaneously advance customer experience and employee experience in the insurance world?
In the insurance world, the customer has one contact at the time of underwriting, then another when he experiences a sensitive moment. Don’t miss this event. Identifying a customer from the start, knowing his history with the brand and with customer service, makes it possible to give a personal response without delay. But many indicators can be used to improve the quality of service. Physical, digital, pre-sales and post-contract channels: every point of contact with a customer must be valued as a source of knowledge that can be used to provide better service… in any case.
Empathy, listening, understanding are essential in the customer relationship, even more so when it comes to insurance. How to ensure that advisors elevate them to the rank of method?
It is necessary to provide access to the client’s context so that they can carry out their advisory task, but also about the approaches and procedures that meet the client’s expectations. Achieving this also requires the use of speech analytics tools and quality management solutions. The provision of key elements of the commercial discourse as well as procedures in these critical stressful situations is essential.
How can a quality management solution help manage increases in customer interactions?
The analysis of data related to the individual performance of each adviser allows the managers’ actions to be refocused on the development of the advisers’ skills. Essential skills in critical situations. The identification of profiles with soft skills related to emotionally or technically complex situations makes it possible to better organize teams and refer customers to the contact person who can best support them.
To find out more, download our eBook “Customer Relations and Insurance: The New Deal”