How to Simplify CX for Callers Who Have Detailed Questions About Their Insurance and Benefit Plans?
Engage callers visually on their smartphone to explain the policy, coverage and benefits, as you can only do so much on the voice channel.
Skand Bhargava, Practice Director
Today, customers leverage digital customer service for simple inquiries and prefer to call when they have more complex requests. As customers can easily get confused about the coverage and benefits their entitled to, it’s quite common for insurance policy holders to call in with questions. Since these questions cannot be easily addressed in the IVR, regardless of the questions themselves, the contact center gets flooded with these types of calls.
We recommended that our client introduce a visual IVR to callers who have questions about their plan, help them understand the value of engaging digitally, and guide them to the right digital experience right away.
Integrating with our client’s policy systems, as well as their voice and chat platforms, the visual IVR delivers a guided omnichannel experience that connects disparate channels and systems in real-time.
We’re glad our client was able to adapt swiftly during the onset of the pandemic, by rapidly making changes to the customer experience using Uniphore’s low code design and automation platform.
They continue to monitor the performance of the overall system in terms of self-service containment as well as customer effort scores to drive continuous improvement.