In part 4 of our Insurance Customer Journey Blog Series, we explore what matters to customers and which pain points to focus on as you leverage new technologies to optimize the customer experience.
Although digitization has been a critical focus for the insurance industry, a recent J.D. Power survey revealed that very few insurers currently deliver a highly personalized and improved digital experience.1
As insurers speed ahead, they may have forgotten that new digital tools need to serve a purpose and enable a vision. Ultimately, they should be improving the insurance customer experience.
Insurers are pouring significant resources into digital tools, so you would expect that customers should be happier than ever – but they're not. Clearly, there's a disconnect. It's time to fix that. It's time to leverage new technology to optimize the customer experience – and it will take a new approach.
Insurance professionals are also insurance customers. So what do we, as customers, want from our own insurance providers?
Most likely, these three things are on the list of priorities:
If your customers are dissatisfied, think about where things are going wrong and how technology can help. There are a few touchpoints that stand out:
New technology is meaningless if it doesn't achieve your customers' basic priorities of speed, convenience and transparency. Leveraging emerging technology to optimize the customer experience requires insurers to put themselves in their customers' shoes. It also requires them to provide employees with the tools necessary to succeed in a digital-first culture where they are encouraged to embrace new mindsets, employ critical thinking, and ultimately engage with empathy. Implementing emerging technology doesn't replace the importance of human interaction. It should, in fact, enhance it.
We're here to help. One Inc's comprehensive payment solution achieves all three priorities, enabling insurers to deliver on their promise to provide a secure and superior customer experience. Our reimagined inbounds payment platform, PremiumPay® 2.0, features a low code/no code user interface that provides insurers unparalleled speed, usability and customization. Our comprehensive digital payment solution enables insurers to transform the insurance payment experience. And our omnichannel digital communication capabilities allow insurers to proactively engage policyholders on the channels they prefer. At One Inc we provide carriers with the ability to give their customers what they want and expect: control, convenience, consistency, and continuity.
To discuss your digital payment needs, please call (822) 209-1688 or email inquiries@OneInc.com.
Stay tuned for Part 5 of our Insurance Customer Journey Blog Series where weâ€™ll take a look at how automation enables efficiency, empathy and better experiences.
Tags: Technology & Innovation