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A Good Start is Just the Start - Concentrix - ContactCenterWorld.com Blog

A Good Start is Just the Start

Why Your Insurance Business Needs End-to-End Omni-Channel Customer Engagement

Insurance underwriting has historically been a slow and cumbersome process, made even worse by changes with the AIDS epidemic that created a need for paramedical visits. Today’s customers want a faster service, done digitally. How is that possible with an in-person interview and a doctor visit?

The first part has been taken care of. New advancements with automatic underwriting, using the kind of sophisticated data collection already common in other online industries obviate the need for an in-person interview. Even the medical collection can be worked around. Prescription profiles, credit reports and other passive collection techniques can confirm self-reported medical and lifestyle information.

Speeding up the underwriting aspect doesn’t just save money for the insurance companies by getting paid policies faster, it also reduces the attrition of potential-customers who drop out due to frustration from the long and complicated process.

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But automated underwriting is only half of the story. Customers expect the entire process to be as fast and convenient as the beginning. The key is Omni-Channel customer engagement. Customers want to get information in whatever channel they’re most comfortable with, online, on mobile devices, or through chat conversations. Insurers who insist on voice-only transactions are going to find that today’s customer doesn’t have the patience for 20th century modes of communication. Millennial customers especially disdain talking on the phone.

Customers demand more than the insurance industry standard. They demand exceptional standards.

And it isn’t just millennial customers who need extra care. The transparency of the digital age magnifies the potential cost of any unhappy customer. Insurance companies need to keep customers happy from the beginning all the way to the end payout of the policy. If a widow spends hours on the phone trying to arrange her spouse’s benefits, her frustration will dissuade her adult children from buying their own policies. Today’s generation of customers know what they want, and they’re vocal about not getting it.

Concentrix has years of experience helping insurance companies in all of their business processes, including Omni-Channel engagement. Contact us if you want to learn more.

Source: https://www.concentrix.com/a-good-start-is-just-the-start/

Publish Date: May 25, 2016 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from Concentrix

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