Category: First Notice of Loss

4 Strategies to Improve the Digital Customer FNOL Experience

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December 14th, 2021

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Customers have high expectations of their insurance company. Providing a good customer experience hinges on how well providers understand these expectations. Quality service and competitive product prices are still important, but customers aren’t willing to tolerate friction to get them. Customers need to know they are more than a file to their insurer, and they expect frustration-free interactions. Half of the customers will seek a new insurance provider after a single negative interaction. That number skyrockets to 80% with repeat bad experiences.

Here are several strategies to improve the online customer experience:

  1. Find their pain points. Companies that identify bottlenecks or common frustration points for their customers can take steps to remove as much of this irritation as possible from digital customer service. Live chat is a great way to facilitate these conversations with insureds and allows agents to resolve customer problems in real-time.
  2. Optimize for mobile and accessibility. Customers need to have access to their provider on any browser or device. Having a responsive website for all devices is an established standard, but it’s useless if the webpage can’t function properly on certain browsers. Customers won’t bother to download or switch to another browser. With every abandoned interaction, insurance providers lose some of that customer’s loyalty.
  3. Let them help themselves. Customers are tech-savvy and often want to find solutions on their own time. Some popular self-service options include knowledge bases, frequently asked questions, and community forums.
  4. Offer omnichannel communication. Customers have diverse preferences for how they engage with their insurance provider. Some prefer traditional communication methods, such as the phone or submitting a ticket through their portal. However, others want to reach out over social media, text message, or chat. Many use a mix of different channels depending on the complexity of their problem.

Insurance companies need to provide high-quality service during every customer interaction. Engaging with customers when and how they prefer is a significant step to meeting their expectations. Contact the experts at Actec to learn more about implementing text and chat support.

4 Ways Nearshore Call Centers Avoid Cross-Cultural Miscommunication

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December 7th, 2021

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Call centers are a boon to growing businesses. A dedicated call center can handle all incoming calls, answer common customer questions, and allow employees to focus on their primary tasks instead of working the phones. However, many offshore call centers struggle to bridge cultural divides, which makes it difficult to provide high-quality customer service.

Nearshore call center agents have enough geographic proximity to understand the customer’s needs, frustrations, and expectations. The following are several ways nearshore call centers improve communication and the customer experience:

  1. Language. Customers expect agents to speak their language fluently. However, call center agents need a nuanced understanding of the language as well. Agents that don’t comprehend common idioms or struggle to understand local accents will run into repeated frustrations.
  2. Culture. Greetings vary between cultures. Some cultures prefer friendly exchanges, while others expect direct and professional communication. Nearshore call center agents understand the customer’s culture, which facilitates better communication.
  3. Time zones. Many companies turn to offshore call centers because they can provide coverage outside of regular business hours. Nearshore call centers can provide extended coverage too, and their closer proximity makes it much easier to communicate business concerns. If a company wants to discuss changes to the call center or review KPIs, nearshore call centers are better equipped to meet during regular business hours.
  4. Communication channel. Customers have several options for communicating with a business. Some prefer to speak to a live person, while others may prefer to send a text or a message. Cultural divides can make it difficult for offshore call center agents to pivot from the phone to a chatbox. What sounds friendly with verbal inflection can seem cold over text.

Customer loyalty is hard-won and easily lost. One poor support experience is enough to make a customer consider finding a new service provider. Customers are also much more likely to leave reviews after a negative experience, which can harm the company’s reputation. Companies need call centers that can resolve their customers’ needs and exceed their expectations without stumbling over cultural miscommunications. Contact Actec to learn more about the benefits of nearshore call centers.

How to Transform the Customer Experience with Technology

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November 9th, 2021

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The insurance industry has made significant strides toward improving the customer experience in recent years. Many have updated customer documents to reduce industry jargon and increased engagement with their customer base. While these are promising first steps, insurance companies need to harness new technology to deliver the experience their customers want. Some examples include:

Show Customers the Value of Data Sharing

Today’s customers expect services tailored to their needs, but meeting that expectation relies on having accurate data. Insurers that collect customer information during every interaction can provide personalized policies and other product recommendations that align with their customers’ lifestyles, risk profiles, and more. Encouraging customers to share these details also gives insurers an opportunity to demonstrate their transparency by explaining how they use that information.

Implement AI at Every Stage of the Customer’s Journey

Insurance providers have started dabbling in AI integrations. Some use AI chatbots to provide answers to customers’ simple questions regarding their coverage or claims. Insurers also use AI to automate certain aspects of the claims process, while others use the technology to detect fraud. Applying AI technology to all customer interactions expedites claims processing, resolves customer questions quickly, and provides an overall better experience.

Offer Omnichannel Communication

Customers hate waiting on hold, waiting for email responses, and waiting for claims updates. In short, they hate waiting, and it erodes their satisfaction and loyalty. Offering omnichannel communication allows customers to engage with their insurance provider when and how they prefer. Insurers should aim to expand upon the typical communication channels like phone and email to include social media, text, and chat.

Customers expect a personalized experience when they interact with their insurance provider. They also want convenience and rapid solutions to their problems. Text and chat communication offers insurance providers a chance to use a more personal communication method to improve the customer’s experience and exceed their expectations. Contact the experts at Actec to learn more about implementing chat and text communication.

How to Overcome Chat Customer Service Challenges

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October 26th, 2021

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Customers expect businesses to offer several channels of communication, including through social media, email, phone calls, and chat support. Chat support is particularly effective in securing customer satisfaction and loyalty when done well. However, chat customer service has unique communication challenges that can damage the customer’s experience and perception of the company.

The following are the most common challenges that can trip up customer service agents while chatting with a customer:

Misunderstandings

Whether the customer doesn’t understand the message or the service rep fails to grasp the problem, misunderstandings can occur on both sides of the conversation. Agents should always ask for clarification rather than making assumptions about the situation. Agents that ask specific questions and use active listening techniques can get the conversation back on track.

Impersonal Interactions

Personalization plays a critical role in customer satisfaction, but it’s easy to lose in chat communication. Compounding the problem, customers can tell when an agent gives them a scripted answer to their inquiry. Using friendly greetings, referring to the customer by name, and engaging in the conversation all show the customer they are more than a ticket number.

Tone Issues

People rely on inflection, gestures, and facial expressions to interpret the tone of a conversation. Without these social cues, chat communication can come across as blunt, cold, or outright hostile. Establishing a company-wide tone for customer communication can help alleviate the issue. For example, a company that brands itself as energetic and friendly can use language to reflect that while chatting with customers.

Empathy and efficiency are critical for successful chat communication. Customers expect agents to be knowledgeable, friendly, and fast problem solvers. Effective chat customer service can meet all these needs. Contact the experts at Actec to learn more about implementing chat services.

4 Proven Ways to Deliver an Excellent Customer Experience

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October 13th, 2021

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Positive customer experiences drive the success of all insurance companies. A recent survey from Microsoft found that the overwhelming majority (95%) of customers base their loyalty on the quality of service they receive. Other surveys report similar statistics across all industries, which underscore the importance of providing an excellent experience during every customer interaction.

With the pandemic keeping many people at home, customers are shopping online and reaching out to customer support more than ever. Whether they need help deciding on which product to purchase or need clarification on their policy, customer service representatives need to deliver the best service possible. Here are several methods customer service representatives can use to provide consistent, high-quality service:

  1. Know the products. Customers don’t often understand their policies or their coverage needs as well as they should. They need a knowledgeable agent to guide their purchasing decisions and clarify any questions they may have. Agents that recommend supplemental policies to prevent coverage gaps, bundles to help save the customer money, and tips that lower the customer’s insurance costs will be far more effective than agents that can only regurgitate a memorized script.
  2. Embrace creative problem-solving. Creative problem-solving is a much sought-after soft skill, and it requires looking beyond a quick fix. Customer service agents that thrive on finding solutions will advance customer loyalty much more than agents that focus on the customer’s policy limitations.
  3. Strive for positive communication. Customers often call their insurance providers after they experience a loss, and their emotions are running high. Agents that remain calm, friendly, and empathetic can help the customer deescalate to navigate the claim process. If a customer initiates communication through chat or text, customer service agents must remain aware that tone doesn’t always convey through these channels. Using friendly punctuation, humor, or emojis can imbue their words with warmth and compassion.
  4. Respond quickly, resolve thoroughly. Customers value their time, and they do not appreciate waiting on hold or navigating a convoluted phone tree before even broaching their problem. Agents need to respond as soon as a customer reaches out on all platforms, including calls, messages, and texts. However, customers don’t want agents to rush while resolving their problems. Respond promptly and investigate carefully to secure ongoing customer loyalty.

Customer service representatives are the first responders to customer inquiries. Insurance companies need a top-tier call center to deliver the quality of service the modern customer expects. Contact the experts at Actec to learn how our nearshore call center solutions can improve the customer experience.

6 Reasons Why Customers Prefer Chat and Text Support

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September 28th, 2021

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Customers contact their insurance provider through a variety of channels; however, chat support is dominating the field. In the next year, experts project that chat support will increase by 87% across all sectors. Certain industries may see even higher growth as consumer demand rises. Consumers prefer to engage via chat and text over all other digital platforms, and insurance companies can’t afford to overlook these tools.

The single greatest reason customers prefer chat interactions over email, web portals, and other digital communication channels is the convenience. However, their interests and preferences are more nuanced than that. Here are several reasons why customers prefer chat and text support:

  1. Instant access. Chat and text support connects the customer with an agent immediately. The customer doesn’t need to navigate an app, a convoluted phone tree, or wait 24-48 hours for an email response.
  2. Short wait times. Nothing is more infuriating for a customer than finally getting through to an agent just to be put on hold. Customers have a low threshold for frustration, and chat and text support circumvent this by providing fast service.
  3. Historical data. Recording a call for quality assurance is great in theory, but it’s tedious in practice. Agents or managers have to listen to the call or rely on voice translators to find the information they need. With text and chat, the data is easy to find with a simple search.
  4. Fast resolutions. Customers usually contact customer service when they have a problem. They expect rapid solutions, which isn’t typically possible with other digital platforms like email or social media.
  5. Time considerate. Customers hate sitting on hold, as it takes up time they could use to complete other tasks. While chat and text wait times are much shorter than other communication channels, customers can have another browser window open or return to their work while waiting for a response.
  6. Immediate answers for policy- or claim-related questions. Waiting on hold or going through multiple transfers to receive answers to basic questions is frustrating. Customers want instantaneous answers when they have questions about their policy or want an update on their claim, which isn’t possible without chat or text communication channels.

Meeting customer needs and expectations is critical to securing their loyalty. Providing chat and text communication allows customers to engage with their insurance provider when and how they prefer. Contact the experts at Actec to learn more about implementing chat and text communication channels.

How to Improve Your Call Center’s Internal Communication

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September 21st, 2021

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Quality customer service is the core goal of any call center, and it relies on call center agents’ communication skills. However, a call center will struggle to perform if internal communications are problematic. Contradictions from management, misunderstandings, and unclear directives can wreak havoc within a call center and reduce agents’ abilities to reach their target key performance indicators (KPIs).

Improving internal communication provides several benefits, including increased productivity, heightened employee morale, and a boost in profits. Companies can implement the following to improve their call centers’ internal communication:

  • Provide clear communication expectations. Employees use a variety of channels to communicate, such as emails, texts, phone calls, or in person. Outlining expectations for tone and usage of these channels can eliminate confusion and frustration.
  • Define each employee’s role. When employees don’t understand how their job contributes toward a team or company-wide goal, they’re likely to struggle or disengage. When employees know each other’s roles, it also empowers them to seek the right individual when handling a problem.
  • Incorporate transparency into training. Onboarding and ongoing training are critical to honing employees’ skills, but that may not be clear to everyone on the team. Explaining the why behind the training demonstrates honesty and respect for employees’ time.
  • Avoid spam-like communication. Employees aren’t machines, and they’re likely to glaze over when they open a long-winded or not-relevant-to-them email. Embedding pleasantries like “We appreciate your time and effort!” at the end of an email with little value comes across as empty and false. Emails should be easy to scan and truncated to the most salient points.

Ineffective communication within a call center can lead to information silos, process breakdowns, and unsatisfactory customer service. Excellent communication, both internal and external, is the backbone of a successful call center. Actec can provide your company with the high-quality call center you need. Contact us to learn more about our nearshore call center solutions.

4 KPIs to Boost Your Call Center’s Quality of Service

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September 7th, 2021

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Superior customer service is the foundation of every successful company, regardless of sector or industry. Many companies rely on call centers to handle their customer service, and they need to know call center agents are delivering the quality of service customers expect. Tracking key performance indicators (KPIs) can identify where a call center excels at customer service as well as areas that need improvement.

Modern technology provides a wealth of data to understand customer satisfaction but focusing on the wrong KPIs wastes time and money without improving the service quality. Here are some of the most crucial KPIs to improve customer service:

  1. Customer Satisfaction Score (CSAT). CSAT scores are the top KPI when it comes to customer happiness. Companies measure this KPI by asking about the customer’s overall satisfaction with the product/service. Customers rate their experience on a five-point scale: very unsatisfied, unsatisfied, neutral, satisfied, or very satisfied. Companies track CSAT scores by calculating the percentage of customers who select satisfied and very satisfied, with the goal of reaching 100%.
  2. First Contact Resolution (FCR). FCR scores are a good measure of how well call center agents resolve customer issues on the first call. Businesses can identify they have an FCR problem if agents often have to escalate the call to another representative or if the customer has to call back again.
  3. Customer Effort Score (CES). The CES is an excellent indicator of how easy it is for a customer to complete an interaction or use a service. Customers expect low-effort interactions, and providing frictionless service is key to securing customer loyalty. Customers that put in a high level of effort to find solutions to their problems are more likely to look for a new provider.
  4. Net Promoter Score (NPS). NPS uses a scale of one to ten to assess how likely it is that a customer will recommend the company’s product or services to others. Promoters are customers who answer with a nine or ten. Respondents that choose seven or eight are passive, while anyone that selects six or below are detractors. Most organizations consider this the ultimate question, as it signals if the business is doing well and if customer relations are good.

Tracking the above KPIs can allow call centers to improve the quality of service they provide. However, companies need to ensure they’ve invested in the best call center to suit their needs, and no amount of KPIs can overcome a bad match. Contact the experts at Actec to learn more about our nearshore call center services.

5 Signs Your Business Needs a Call Center

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August 24th, 2021

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Small- to mid-sized businesses may think call centers aren’t something they need to concern themselves with. However, as business begins to flourish, lagging customer service can bring growth to a halt while eroding income potential. Companies that notice the following signs need a call center if they want their company to flourish:

  1. The phone never stops ringing. An uptick in customer calls is great for business unless the company doesn’t have the staff to handle all the calls. If employees are constantly fielding incoming calls, they’re going to struggle to complete their other tasks. A call center lightens employees’ workloads so they can focus on their primary jobs.
  2. Too many voicemails to sift through. Companies without call center support will start each workday listening to voicemails left overnight. Most of these voicemails won’t be emergencies, but companies can’t afford to keep an urgent request waiting as they work their way through the queue. A call center can field these calls and identify which requests need immediate attention.
  3. Delays in replying to business prospects. The world of sales is fast-paced, and companies can’t afford to leave potential clients waiting. Customers aren’t content to wait for an answer and will look elsewhere to find a solution. If another company provides an immediate answer, they will earn that customer’s business. If customer calls reach levels that the company can’t manage promptly, it may be time for a call center to meet customer needs and expectations.
  4. Current customers display increasing levels of frustration. Keeping the current customer base happy is just as important as securing new leads. If existing customers have to leave a voicemail and wait until the next day for a reply, their satisfaction and loyalty will drop accordingly. If a company sees a sustained uptick in frustration from its customer base, it may need a call center to handle the calls.
  5. The expense of more customer service employees limits growth potential. In-house customer service representatives are valuable, but they’re hard to maintain as a company grows. Expansion is exciting, but the company needs to be able to increase its customer service along with its business prospects. Call centers provide a much more cost-effective solution than hiring a slew of in-house employees.

If your business is experiencing any of the above, it’s time to consider a call center. Contact the experts at Actec to learn how our nearshore call center solutions can help your company.

How to Gain Customer Loyalty through Empathy

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August 17th, 2021

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It’s easy to get wrapped up in chasing new leads and securing more sales. However, closing sales and meeting KPIs aren’t enough to secure long-term customer loyalty. Customers need to feel heard and validated when they contact customer service. Companies that cultivate empathetic relationships with their customers will achieve sustainable success.

How to Lead with Empathy

Customer expectations shift often, and the pandemic put a spotlight on virtual communication. More customers are shopping online from a variety of devices, and they expect companies to meet them on their preferred platform. Text doesn’t convey tone, so businesses need to take additional steps to provide the empathetic communication customers expect.

  1. Talk like a regular person. Whether a customer contacts support via the phone, email, or messaging, the responding agent needs to reply like a human. Using canned greetings and replies comes across as robotic and cold. It also makes the customer feel like another box to check. For example, companies can take a more relaxed approach to email communications. Instead of signing emails with Regards or Sincerely, opt for a more empathetic approach such as We’ll talk soon! or Looking forward to hearing more.
  2. Engage in more small talk. Repeat customers or long-term clients appreciate it when a company remembers details about them. Asking about their recent vacation or how an ailing family member is doing shows that the customer isn’t just another file among many. For new clients, companies can include additional fields on intake forms. Some examples include the customer’s favorite novel or a text box for a fun fact about the customer. These fields provide opportunities to learn more about the customer. They provide talking points for customer service agents.
  3. Restate the problem. Customers usually contact support because they’re experiencing an issue with a product or service. They’re likely already frustrated, and feeling misunderstood will only increase their irritation. Begin with a statement such as “Thank you for explaining the situation to me. I want to make sure I’m understanding you correctly before we continue.” Then provide a summary of the customer’s problem and their feelings about it. Restating the customer’s problem shows the agent is actively listening and cares about the customer’s needs.
  4. Ask how the company can do better. Establishing trust and loyalty requires more than listening. Companies need to find out what their customer’s pain points are to provide exceptional service. Asking customers about their experiences with the company can provide insight into areas that need improvement and where the company excels. It also shows the customer that the company cares about their experience and wants to make it as stress-free as possible.

Empathy requires authenticity when communicating with customers. Whether the customer calls, texts, or emails, empathetic responses build trust and customer loyalty. Contact the experts at Actec to learn more about expanding and improving your communication channels.