CHATBOTS FOR INSURANCE AGENCIES
"In the insurance space, chatbots can be used to answer basic questions and resolve claims, as well as sell products, address leads, or make sure customers are properly covered by their insurance."
-Forbes
Insurance has come to be known as an industry riddled with complex customer service requirements and outdated processes. For many insurers, their claims filing process looks the same as it did years ago as the industry has been slow to implement the newer, time-saving technologies other industries have embraced. These outdated processes coupled with complex customer needs can create a difficult workload for agents while frustrating customers.
But for some forward-thinking agencies, chatbots are already proving to help streamline complex processes and challenging customer requests while driving down the costs associated with providing customer support.
A chatbot is a software program developed to manage one-to-one customer interactions. A well-designed chatbot will be able to understand the customer’s request and requirements and guide them through the process of gathering the information they need, purchasing an insurance product, checking on coverage, filing a claim, or some other request.
Some of the benefits of deploying chatbots for insurance include:
Always Available
Deploying a chatbot will provide your customers with the opportunity to access the guided assistance they need, even after business hours. This 24/7 availability can serve as a powerful differentiator for your insurance agency.
Elimination of Wait Times
Unlike live (human) agents, chatbots can be instantly available, even during your peak support hours. Also unlike live agents, a chatbot can manage multiple interactions simultaneously.
Sales and Marketing Support
A well-designed chatbot will guide new prospects and customers through the process of collecting the information they need in order to make a purchasing decision. At that point, you can choose to have your chatbot turn the communication over to a live agent to very their needs and close the sale.
Decreased Costs
Many insurance agencies are finding that including chatbots in their customer support strategy allows them to function efficiently with fewer agents. The best practice for insurance is to have the chatbot manage the majority of frequently-asked-questions and requests to free up your agents to handle the more complex support requests and sales opportunities.
