its numerous touchpoints and channels, can present several challenges for individuals like Natalie as they start to explore their options and evaluate potential solutions. A majority of insurers use three or more systems for client engagement, frustrating customers as they encounter repetitive tasks across different channels. This often leads to key data and information getting duplicated or lost in the shuffle. For the insurer, this puts an unnecessary administrative burden on their employees, who should be focused on building relationships and delivering value.
Tomorrow’s insurance customer experience:
At Salesforce, we’re helping design an entirely new insurance customer experience with intelligent systems and automation. As Natalie evaluates her options, her information and activity are discreetly monitored and used for context. This advantages both the end customer and the agent. It ensures a thoughtful experience by america phone number list recalling Natalie’s journey and providing tailored guidance and reduced friction, while also helping agents know when to prioritize her for personal follow-up. Overall, the streamlined approach empowers agents to excel in relationship-building while also boosting productivity.
Stage 2: Getting to know the insurer
After choosing an insurer, Natalie enters the onboarding phase, where initial interactions set the tone of her relationship. Carefully designed onboarding can instill trust and reassurance. At this stage, insurance companies should lead with thoughtfulness around the reasons for which the policy was purchased, going beyond transaction talk. Onboarding is not a checkbox to be marked complete; it is an opportunity to demonstrate the company values while creating moments to understand what customers like Natalie expect from the insurer.
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Insurance onboarding frequently amounts to a series of decontextualized emails, overwhelming new customers with policy minutiae, bundling promotions, add-on features, loyalty programs, and app downloads. The communications can feel impersonal and poorly timed – a missed opportunity and a significant shortcoming of today’s customer experience since the onboarding window is when Natalie will be most attentive and engaged.