Chat Automation as Part of Your Insurance Marketing Strategy

The insurance sector, like many other areas within the financial services industry, is constantly looking for methods and technologies to better manage their business operations, including customer service and elevating their customers’ experience.

The insurance industry is often associated with lengthy customer processes, such as completing forms and questionnaires and sorting through massive volumes of information to try to understand various insurance needs and offerings. And unfortunately, surveys indicate that consumers point to insurance companies as providing a customer experience that ranks among the worst of all industries with whom they do business.

What are Chatbots?

Chatbots are software programs that are developed to initiate and manage online communications via a chat interface. In recent years, as chatbot technology has developed into a viable customer-facing technology that can enrich the customer experience, insurance companies have increasingly looked to chatbots to provide one-to-one customer interactions to guide consumers to the insurance products they need and to answer any questions or requests they might have.

How Can Chatbots Enhance Your Insurance Marketing Strategy?

Incorporating chatbots into your online customer communications strategy will not only elevate your customer service experience, but it can help to drive your insurance marketing strategy by providing one-to-one interactions with your customers and prospects as they evaluate your company and insurance products.

Some of the specific marketing benefits you can expect include:

Persistent Availability

Many insurance prospects research companies and products after hours. Chatbots provide an always available technology to greet prospects, gain and understanding of their needs, and guide them to the information and products best-suited for their requirements.

Instant Access

Today, consumers have very little tolerance for long wait times and queues, especially if they are ready to make a purchase. Chatbots eliminate the need for your insurance prospects to wait for a live (human) agent by offering instant availability. And unlike human agents, chatbots can manage multiple one-to-one interactions simultaneously.

Increased Engagement

Because chatbots provide for a one-to-one interactive experience, consumers are more likely to appreciate the personalized experience and engage with your brand through your website, social media, and other channels on a regular basis.

Data Collection

Each chatbot interaction is automatically documented for data aggregation and review. This data can be review and incorporated into your future insurance marketing strategy.

Lead Qualification

While chatbots are not meant to replace 100% of your sales team, they are often used to handle the initial greeting and qualification process. They can then turn the communication over to a live (human) agent if the lead is deemed to be qualified or they can take the prospect to some other call-to-action (CTA), depending on your pre-defined sales process.

Contact us to discuss the use of chatbots as part of your insurance marketing strategy.