Insurance
Great customer experiences and ease of doing business, including 24/7 access to services, are the top factors influencing customers choosing an insurance provider. In this highly competitive environment where customers can do all their comparative shopping online, one poor customer service interaction can be all it takes for a customer to switch to another provider.
The most common reasons customers interact with insurance providers are to process a claim, make a payment, register a complaint, change a premium or discuss a better offer from a competitor. The primary challenge, given insurance providers generally know why customers interact with them, is how to deliver an exceptional and differentiated customer experience in the most efficient manner.
In addition, the regulatory environment for insurance providers continues to grow more complex with a mix of regulators at the state, federal and international levels. CallMiner Eureka interaction analytics help insurers monitor and verify compliance of ORSA (Own Risk and Solvency Assessment), ERISA (Employee Retirement Income Security Act), the fiduciary standard from the Department of Labor, and several other regulations that affect how insurers do business.
Improve the
Bottom Line
Reduce
Turnover
Secure
Compliance
Stand Out from
the Competition
Key Benefits
Experience
Improvements
CallMiner Eureka speech and text analytics can provide insight into what customers want which can dramatically improve the customer experience throughout the journey.
Compliance
Improvements
Eureka interaction analytics monitors conversations across all channels. These insights can be used to target compliance training to specific agents or groups.
Sales
Improvements
Armed with insights from Eureka analytics on the products and services that are most attractive to customers, insurers can adapt their offering to suite specific needs.
