Why omnichannel is the future of insurance customer experience

The insurance industry faces numerous challenges, one of which is the continued need to engage and respond to customers when and how it best suits them, which often means difficulties in managing enquiries across multiple different channels.

By adopting omnichannel software, also known as contact centre as a service (CCaaS), insurance companies can effortlessly connect with customers through their preferred channels. Omnichannel makes communicating with your customers more convenient, delivering a positive customer experience from the very first interaction and throughout their journey. Embracing all communication channels not only enhances accessibility and collaboration but also strengthens customer retention.

But it’s impossible to be across everything, all of the time, right? – Well not anymore, this is where omnichannel software for insurers, and it’s powerful AI functionality can greatly assist, blending human and technology to drive the future of customer experience across the insurance industry.

Understanding omnichannel for insurers

Omnichannel software enables your insurance company to manage all your customers contact in one simple interface, eliminating the need to switch between tabs to manage a variety of channels. It allows your agents to handle everything seamlessly, this covers traditional phone calls, SMS, WhatsApp, social media, chat bots, website, apps and more!

There’s no need to compromise on what channels you open to engage with your customers, omnichannel improves the experience for both customers and contact agents to deliver exceptional customer experiences.

Top benefits of omnichannel for insurance

Your customers’ needs are always changing, and you need to continuously adapt and develop ways in which to remain competitive and stay ahead of the curve. Omnichannel offers numerous features, functionality and benefits to insurance companies of all sizes and operations. The platform is highly flexible and can be tailored specifically for your requirements, from early adoption we will guide you through the journey to grow your omnichannel strategy and adopt the latest technologies to drive performance and efficiencies in your contact centre.

Enhanced customer experience

Allow customers to contact you on any channel, with a seamless journey whether that’s providing information, interacting digitally or speaking to an agent. Often customers may need your support out of typical office hours, in a highly stressful scenario, so utilise omnichannel and it’s AI powered functionality to offer your customers the experience they need regardless of channel or time. Your agents can deliver a personalised experience with integrations to your CRM and AI tools such as knowledge hub or agent assist giving them all the data, history and information they need to handle the enquiry with care, ease and speed.

Harness data for informed decision-making

Omnichannel is packed with data and analytics that are simple to understand and easy to drill down into more detail. We understand it is only with this powerful data that you can make continuous improvements, taking information into action to strengthen your operations for both your customers and agents. What are your customers struggling with the most? Is this continuous, or has it changed? Is there more information you could provide on your website or via an on hold message perhaps that would help to mitigate such queries.  

Empower your agents, boosting retention and development

Data should also be leveraged to better support and develop your agents with their day-to-day tasks. Getting ahead of key customer trends and enquiries can allow you to educate and support your team to be better equipped to manage such enquiries. Omnichannel tools can also assist with your resource management, leveraging data to plan work shifts and busy periods. Utilise skills-based routing to better signpost customers to the right members of your team to avoid abandonment rates and long call times. Not only does this lead to increased customer satisfaction, but it also saves your agent’s valuable time.

AI powered omnichannel is the future of the insurance industry

In today’s digital world, embracing AI powered omnichannel software isn’t just a nice-to-have, it’s essential for your insurance company to remain competitive, drive operational efficiencies and meet your evolving customer needs. We understand the challenges insurers face and recognise solutions that need to be flexible with an approach bespoke to your business’ needs. This way, your agents can deliver the best, hyper-personalised customer experience.

We are experienced in helping insurance firms transition and leverage omnichannel software, working closely alongside you as your long-term partner. Together, we’ll ensure your technology supports your insurance firm’s needs and growth, now and in the future.