Raise the bar for policyholder satisfaction
The risk landscape is constantly evolving. Standing out in the insurance industry means meeting new customer expectations. A single claim or policy change interaction can make or break a relationship.
Genesys offers personalisation at scale. Deliver connected, cross-channel experiences that exceed client expectations and create lasting loyalty.
Deliver personalised insurance experiences
Empathise with your policyholders
Insurance customers want convenience and transparency. Provide the right product and personalised service or advice to add value and build customer loyalty.
Improve efficiency and utilisation
Confidently guide customer interactions. Automate underwriting and claims servicing to reduce costs, while empowering agents to address more complex interactions.
Elevate and integrate services
Make your insurance ecosystem more digitally integrated. Improve revenue, speed to market, flexibility and scalability with an open cloud platform.
Create engaging insurance experiences across channels
Drive customer satisfaction and improve performance with deep customer insights and cross-functional coordination. From underwriting to claims, anticipate and address sales and service needs. An agile technology platform makes it easy to keep up with customer demands.
Radically transform customer experiences
Earning customer loyalty can be difficult with limited interactions between carriers and policyholders. Insurance agencies and companies must deliver the best support every time, even more so during times of crisis.
Use policyholder preferences — not carrier needs — to drive interactions. Provide options along their journeys. Offer proactive communications about application status, claim status or payment notification. Enable customers to self-serve and avoid waiting in a queue for an insurance agent.
Improve agility and responsiveness
Carriers need to adapt and respond to fluctuating demands. But legacy core systems can prevent this progress. These systems are often siloed by function, such as distribution or claims. They may even have different data, processes, technology and outcomes.
Migrating to the cloud reduces maintenance, costs and support efforts. It also makes it easy to enable remote work and access to new artificial intelligence (AI) and analytics features.
Adopt intelligent processes
Policyholders want convenience and simplicity from their insurance company. And if they don’t get it, they will look elsewhere.
Leverage AI-powered bots and predictive capabilities throughout common processes. Keep customers engaged and empower them with self-service — from requesting a quote to filling out an application or filing a claim. Gather insights to uncover training needs and improve customer relationships.
Boost operational efficiency
Give customers exceptional service without overworking insurance call centre agents and staff. AI, bots and other technologies deflect interactions, reduce handling times and improve efficiency.
Meet customers on the channels they love most with meaningful, helpful content. Let them get what they need without ever making a phone call. And if they require more help, seamlessly guide them toward human support.
“Customers are getting a better experience when they’re calling and the agents are far more educated on handling anything that the customer may ask.”
— Aaron Roche, Travel Manager, Operations, Tokio Marine Management Australasia
“We constantly capture and dig into interactions, uncovering ways to improve agent performance and make it even easier for customers to do business with us.”
— Martin Broom, Director of Operational Strategy and Planning, Saga
Connect the customer journey to drive results
Your customer journey can make or break their loyalty. With the right tools and technologies, you can connect data to provide better experiences. Enable your agents to save time on repetitive tasks and seamlessly improve their experience, too.
See how insurers are transforming customer service
Make it easy for employees to deliver real-time support across channels.
Explore the power of cloud and AI
It’s time to think beyond risk mitigation and start distinguishing your brand. Genesys provides the insurance customer service software needed to connect interactions across touchpoints. With our support, you can provide better experiences for your customers and employees.
Schedule a demo to see the power of AI. Learn how our cloud technology orchestrates effortless customer interactions across all channels.
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Related Questions
What does CX mean in insurance?
Customer experience (CX) is a key facet in the insurance industry – it refers to the experience customers have when engaging with an insurance company throughout their journey. A good customer experience takes into account all customer interactions, from the purchase process to claims handling and ongoing support. A positive customer experience is critical in the insurance industry, where customers may be dealing with sensitive and complex issues, such as accidents and health problems. Insurance companies that provide timely and effective support will be able to build customer loyalty and gain a competitive edge in the industry.
Technology and digitisation are rapidly changing the way the financial sector operates. To improve customer experience and keep up with technology, insurance companies must switch to cloud contact centre solutions now. It integrates all customer interactions and allows insurers to have a clear, unified view of the customer journey. With the cloud platform, organisations can focus on customer experience innovations rather than maintaining outdated infrastructure.
Which software is best for insurance customer management?
Genesys Cloud is the best customer management solution for insurers looking to enhance their customer experience. It enables insurers to manage customer interactions across multiple channels (e.g. email, chat, social media etc.) from a single, integrated platform. It also offers advanced analytics and reporting tools that let insurance companies gain detailed insights into customer behaviours and sentiments. Additionally, Genesys Cloud is compliant with the industry’s best practices and provides advanced security capabilities, ensuring customer information is well protected.
How to improve customer satisfaction in the insurance industry?
In order to improve customer satisfaction and establish a successful relationship between insurers and customers, insurance companies should focus on these five areas:
- Offering personalised experiences – By understanding customers’ unique needs and behaviours, insurers get to tailor services to meet customer expectations.
- Employing AI – Being able to anticipate customer queries and resolve them in a personalised manner before customers even reach out is one of the best ways to build strong customer relationships.
- A 360-degree customer view – Having a comprehensive view of the customer journey ensures that customers do not need to repeat their issues twice and everyone who services the customers have a deep understanding of their queries beforehand.
- Utilising data analytics – Adopting the right analytic tools to gain insights into customer behaviours helps insurers to predict and serve customers seamlessly.
- Crafting seamless customer journeys – Understanding the points that cause customer pain and frustration and then going in to fix them increases customer satisfaction levels and strengthens customer loyalty.
Genesys Cloud can help you architect a best-in-class customer experience. Enquire with us to learn more.
