MAKE IT EASY FOR POLICYHOLDERS TO GET THE HELP THEY NEED
Policyholders know what they want: efficient customer service that is available when needed. With over one-third of policyholders changing insurance providers each year, each customer interaction is an opportunity to keep your clients satisfied. By enabling natural, open conversations with superior accuracy, Interactions can help you meet your policyholder’s expectations with service that allows them to get things done quickly and easily while keeping them engaged.
74% of policyholders will call an insurance company's contact center as the first means of initiating customer service.1
However, nearly 59% of policyholders are dissatified with how customer service calls are handled within the industry.2
- 2PH Media Group
With conversational self-service applications, our clients see satisfaction go up 10-20% because their policyholders can get things done efficiently while speaking in their own words.
With Interactions, people with Medicare are able to enroll more quickly, which provides a better overall experience for our members.
HOW CAN WE HELP YOU?
Providing superior customer care is about enabling your policyholders to get their questions answered and issues resolved in a timely and efficient manner. That’s why Interactions expands what’s possible with self-service, allowing you to provide accurate solutions that help turn customer service into a competitive advantage.
CUSTOMIZED SOLUTIONS FOR INSURANCE
Account & Profile
We securely collect account information with over 95% accuracy. So your customers don’t have to repeat themselves or speak to a live agent just to update a few details.
Make it easy for your policyholders to:
- Create and update accounts in real-time
- Set preferences and enroll in programs
- Input alphanumeric and other information without a live agent
Prevent frustration and bypass anxiety by making it easy for customers to find an office close by. Our conversational online and voice-based Virtual Assistant solutions are engaging, productive and reassuring.
Help your policyholders by:
- Giving directions and sending links to interactive maps via text, chat and email
- Providing office hours, services, address and phone number
- Locating nearby offices
Our patented Adaptive Understanding technology enables self-service applications that streamline even the most complex policy selection processes. So you save on the cost of lengthy calls with live agents and allow your agents to focus on higher priority tasks.
Our self-service applications can:
- Accurately collect complex alphanumeric information
- Answer questions about plan details and program eligibility
- Guide policyholders with step-by-step instructions to collect and submit all necessary information
Your policyholders want to stay informed and save money. You want them to know about the latest options and multi-coverage upgrades.
Expand your market and build loyalty by delivering the right message at the right time and making it easy for policyholders to take the next step, by:
- Sending alerts when coverage is nearing expiration
- Sharing personalized recommendations on additional coverage options
- Providing notifications on premium payment due dates
Benefits & Eligibility
Consistency and clarity are important when it comes to helping policyholders understand their benefits and eligibility. We make it easy for your policyholders to get more information and have an engaging experience at the same time.
Make it easy for your policyholders to get information by:
- Personalizing the policyholder experience with account-specific information
- Explaining benefits in a consistent manner based on business rules
- Providing coverage dates and balances
Billing & Collections
Collecting timely payments can be a challenge – for both you and your customers.
Interactions billing and collections solutions make it easier for you to:
- Enable customers to set up automatic payments and paperless billing
- Provide balance information and due dates
- Intake and process payment information
- Remind customers about near due and delinquent payments
- Arrange and process payment terms based on established business rules
Effortless and Frustration Free
With Interactions, you can engage your customers in natural conversations, so they get more things done without the frustration of other automated systems.
- Patented Adaptive Understanding™ technology delivers 95%+ accuracy
- Resilient solutions easily handle accents, background noise and out-of-grammar phrases
- Responsive technology conforms to callers’ intentions without forcing them down a prescribed path
BE WHERE YOUR POLICYHOLDERS NEED YOU
Policyholders want to communicate with you in their own words, through their channel of choice. Interactions helps you deliver a consistent, hassle-free level of service across the channels your policyholders use most.