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.