Customer Experience articles

Effectiveness Of Smart Tools To Overcome Customer Service Challenges In The Insurance Industry

Customer inquiries in the insurance industry are often issue-driven. Clients reach out to the companies at critical points – when they apply to initiate a plan, when they seek information regarding a scheme, when they find any change in policy, and ultimately when they make a claim.

Due to this constant communication flow, insurance companies face increasing pressure to address the high load of tickets. The tickets can be related to three main factors. For instance: 

Underwriting Procedure: The underwriting procedure is a vital process undertaken by insurance companies to assess the possibility associated with insuring a particular individual, entity, or property. It involves evaluating various factors, such as the applicant's age, health condition, occupation, lifestyle choices, and the nature of the property to be insured. It includes all the steps from the initial application process to wait time to receive a quote, to the overall customer's underwriting experiences. 

AI Helpdesk Software Acts As The Backbone For Service Companies

Imagine you have a quality product in place at a competitive price. But you fall flat to deliver the service that your customers expect from you. Do you think they will stick to your brand? Most likely, they will leave sooner or later.

In a cutthroat competitive market, consumers measure a company's performance with each interaction. They might abandon the brand with one bad experience. On the other hand, these customers can turn into loyal brand advocates with remarkable service experiences.

Customer Service: Are Chatbots Better Than Human Agents?

Are chatbots better than people at scaled communication?

This question has a myriad of objective truths hidden behind it. We’re all witnessing the wave of automation in customer service. Industry leaders are now forecasting advanced AI-powered responsive chatbots to take over at scale like never before. Gartner suggests that 47% of organizations will use chatbots for customer care, and 40% will deploy virtual customer assistants (VCAs).

5 Ways To Win Over Even The Most Difficult Customer

Good customer service is what differentiates a company from its rivals.

Anyone working in customer service would understand that no matter how much time you spend in delivering good customer service, you can’t please everyone every time. Sooner or later, support agents will have to deal with difficult customers. Whether it’s a customer with some outlandish demand or an otherwise rational customer who happens to be having a bad day, your skills are put to test. And it’s time to pass the test with flying colors.

3 Reasons Omnichannel Contact Centers Are The Future

Ensuring a seamless customer experience is the ultimate goal of any consumer-facing brand.
Customers usually get frustrated with broken communication lines or generic Interactive Voice Response (IVR) messages. That’s why brands are investing in better artificial intelligence (AI) and natural language processing (NLP) capabilities to ensure that customers feel like their issues are being understood.

Can Outlook Email Boxes Help Contact Centers In The Remote Work Era?

5 Benefits Of Using AI-Based Solutions For Remote Workers

How ThinkOwl Delivers A Superior Customer Experience With Guided Mode

COVID19: How Support Teams Can Navigate The Impact — Now And In The Future