How Chat and Video Interaction Humanizes the Insurance Industry

It’s always a good time to build a relationship

There are numerous success stories surrounding the improvement in service provided by by insurance companies who have adopted real-time communication technologies like those provided by Skylink Cube. Movers are revolutionizing the insurance industry with more effective, cost-saving, and more informed and efficient customer journeys.

Live one-on-one and group collaboration features including voice, video, and chat capabilities embedded directly into insurers, web applications and mobile apps make it possible to seamlessly connect with customers, clients, support services, agents and adjusters with little to no barriers to access.

One of the biggest benefits many companies have observed is a substantially higher conversion rate, due to the ability to connect directly with customers.

Improved Customer Touch

Only 14-percent of Customers are satisfied with current communications with with their insurers

Ernst & Young

According to an Ernst & Young survey, 44% of insurance customers have not had any interaction with their insurance company in the past 18 months, and only 14% of customers are satisfied with the general communication they have with their insurance providers.

It’s estimated that 64 percent of customers today want to interact with businesses through instant messaging. This number is growing rapidly and its trend continues upwards. 64 percent! That’s nearly three-fifths of customers. That’s a scary — yet exciting — percentage.

Companies that want a seamless video communication solution can deploy the Skylink Cube in seconds. This new and innovative product immediately enhances face-to-face contact between your company and the customer, delivered through existing devices.

When insurance companies talk face to face with their customers virtually, they achieve higher customer retention, fewer errors in paperwork, and better compliance with local laws.

Efficient Onboarding and Continued Customer Service

Implementing voice, video, chat and screen sharing into web applications and mobile apps makes working with customer service easier, making claims more efficient, and results in immediate benefits for settling disputes more quickly.

In the past, making claims has always been difficult and time consuming. But when customers can use real-time communication, the process can be made simpler and less stressful.

Efficient Onboarding and Continued Customer Service

When customers contact service agents through voice, video and screen sharing, the experience is more immersive, more helpful, and more enjoyable. When customers need help filling in a form, they can share their computer screen with their customer service agent,  get answers to their questions much quicker and solve problems more easily. They can essentially fill in any form together as if they were in the same room. This ensures that the forms are filled out correctly the first time and do not require lengthy back and forth and travel.

Full Circle Connected Customer Initiatives

For the customer, using real-time communication can have financial rewards. There’s no denying the fact that virtual engagement and always connected technologies have become an integral part of our everyday lives.

With the ever advancing technologies in areas such as the Internet of Things (IoT) and wearables, now is the time for insurance companies to innovate and create meaningful connections with their customers by allowing them the flexibility to communicate with them in the ways that they prefer.

This creates an opportunity for insurers to offer smart products that could give customers discounts and incentives for providing extra information about themselves, their vehicles, and their homes.

This design showcases how interactive policies can be a win-win situation for both insurance providers and their users as they interactively share information at all times (in real-time).

Connected Customer Perceptions

When customers provide data from their fitness trackers, such as fitbits, Apple Watches and others, they can earn discounts for achieving health and fitness goals such as average steps taken per day.

Installing a dashcam can also reduce your car insurance premiums and can lead to better outcomes for safety and injury prevention. Having video footage from accidents makes claims quicker and easier to resolve and can also eliminate fraud, which costs insurance companies millions of dollars per year.

Sharing video data from your car dashcam or sharing GPS data leads to safer driving, too. In a recent study of in-vehicle telematics, it was demonstrated that using such data leads to safer driving.

Creating smart houses that are network connected through IoT devices, gives insurance companies more opportunities to give discounts and drive new business. According to a recent study from McKinsey, insurance companies are examining how smart houses improve the living conditions for persons living in assisted living spaces. Ultimately, a better monitored, more connected home can cut costs for insurers and customers.

When insurance vendors make it easy for customers to connect, they collect a multitude of benefits: increased online sales, reduced overhead costs, and happier customers. In a digital age where speed is of the essence and frustration with automation is at an all time high, Temasys’ Skylink Cube offers an immediate way to build relationships and trust with customers at the moment when they need it most.

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