ENGAGE WITH CUSTOMERS AND EXCEED INSURANCE INDUSTRY STANDARDS
The insurance industry is a diverse set of businesses and consumers are now engaging with these businesses in many different ways. The insurance industry is complex and is comprised of a multitude of offerings including accident insurance, health insurance, property insurance, home insurance, car insurance, and other types of insurance .. With this complexity, for insurance providers to win, it is important for your contact center software to offer a great customer experience and make it easy for your customers to communicate with your contact centers on the channel of their choice.
Today’s customers are more demanding than ever before, and the focus has shifted from customer service to customer experience. Rather than simply providing customer service through a call center when the customer needs it, customer experience focuses on the entire customer journey and how to engage them anytime and anywhere on any channel..
Providing a great customer experience in an insurance agency or organization is a challenging task. The different divisions within an insurance agency or organization, the demands of customers for personalized support, and the desire for customers to choose their preferred form of interaction (i.e. chat, social media, live chat, messaging, SMS, voice, etc.) create a customer service nightmare that is hard to tackle. Bright Pattern’s call center solution is designed to create a seamless, personal omnichannel customer experience that solves all of these challenges that insurance companies face.
EFFORTLESS AND PERSONAL OMNICHANNEL EXPERIENCE FOR YOUR CUSTOMERS
Customers want to connect with your insurance agency or organization on the channels that they prefer. Whether they want to text their favorite agent to file a claim or call in to your call center to ask questions about their coverage, Bright Pattern’s omnichannel contact center software accommodates all channels and merges them to create one seamless customer journey.
For example, a customer can file a claim over your mobile app, then ask their insurance agent about changes to their policy on the phone afterwards, with the insurance agent having the context of the entire conversation right in front of him or her. Or if your customers are on-the-go, they can take a picture of the accident and share it with the claims department through text message, or via your mobile app.
Customers want to connect with their insurance company call centers on their communication channel of choice. Is your call center software giving them the chance to?
LEAD YOUR CUSTOMERS THROUGH THE JOURNEY WITH CRM INTEGRATION
Leading a customer through the customer journey with your insurance company has never been easier with Bright Pattern CRM (customer relationship management) integrations. Bright Pattern will integrate with your insurance company’s core system of record. If you use a third-party customer or data management system, Bright Pattern will integrate with it as well. Bright Pattern’s contact center solutions integrates with all major CRMs like Microsoft Dynamics 365, Salesforce, Oracle, ServiceNow, and Zendesk. CRM integrations are crucial in connecting with customers throughout their journey rather than just providing customer support. Using customer relationship management software (CRM), you can streamline workflow, track a sales process, and keep track of your clients. Through CRM integrations, you can boost customer satisfaction and customer interactions, leading to more sales opportunities and increased customer loyalty.
SEAMLESS INTERACTIONS USING ADVANCED CONTACT CENTER SOFTWARE FEATURES
It is important for your contact center software to keep up with the seamless, frequent interactions between your insurance company and customers. Using advanced call center features (IVR, ACD, predictive dialers) can streamline your contact center and lead to a more seamless experience for your clients.
Bright Pattern’s contact center software uses advanced Interactive Voice Response (IVR), predictive dialers, and Automatic Call Distributors (ACD) to introduce automation into the customer experience, leading to a more streamlined customer experience. Bright Pattern utilizes IVR to direct callers to the right insurance agent, predictive dialers to efficiently make calls, and advanced ACD to direct incoming calls to the next available agent.
GET YOUR CUSTOMER TO THE RIGHT RESOURCE QUICKLY
Insurance companies often cover many different kinds of insurance, ranging from car insurance to home insurance and more. Bright Pattern call center solutions is capable of intelligently routing callers to the right department of your insurance company and connect your customer directly with his or her insurance agent. This will boost efficiency in your contact center, lower average handle time, and solve customer issues quicker. Rather than leaving your customer on hold, route them to the right agent in the right department instantly with Bright Pattern’s omnichannel routing.
CONTACT CENTER QUALITY ASSURANCE FOR EVERY INTERACTION ON EVERY CHANNEL
In the insurance industry, it’s nice to have assurance that your customers are having a seamless, quick customer experience. With Bright Pattern’s built-in quality assurance software, you can be assured that your customers are having an ideal, seamless omnichannel customer experience.
Utilizing AI to conduct sentiment and text analysis of an interaction in the call center, our quality assurance software is capable of monitoring 100% of all interactions across all channels through the use of automation. Our quality assurance software also provides call recording functions and workforce management solutions, allowing supervisors to further streamline their call center, ensure excellent caller experience, and boost efficiency. Whether your customer is using voice call, email, text messaging, live chat, SMS, social media, or mobile apps, Bright Pattern Omnichannel Quality Management will monitor all interactions and deliver comprehensive reports to you.
Our quality assurance software is also capable of real-time intervention. If a customer interaction with a call center agent in the call center is detected as unsatisfactory based on the sentiment analysis, the interaction will be redirected to a contact center retention specialist who will handle the interaction. The agent can then be retrained by the supervisor using the comprehensive reports from that interaction.
For health insurance companies in the United States, HIPAA compliance is crucial. Bright Pattern’s platform adheres to all HIPAA compliance regulations to ensure that the call centers of healthcare providers are providing great customer experience while maintaining compliance to HIPAA laws. Features built-in to support HIPAA compliance include:
- Roles-based access controls
- Encryption of data transmissions
- Powerful scripting language to collect, transfer, and process caller data
The insurance industry requires high levels of security and compliance to protect your customer’s personal information. It is important to have special security standards in place in your call center to prohibit agents from viewing sensitive payment card information and to protect customer cardholder data from outside sources. Bright Pattern is PCI DSS 3.2 compliant and has received an independent third-party compliance certification from CompliancePoint. CompliancePoint is a skilled team of contact center compliance consultants with a successful history of consulting and auditing Fortune 500 firms and global industry leaders.
INSURANCE MADE SEAMLESS WITH BRIGHT PATTERN
Insurance is a complex industry divided into many different departments. Mixed with digital disruption from new emerging channels, providing a great customer experience in the insurance industry can be a nightmare. Make insurance easier with Bright Pattern.
Bright Pattern’s contact center software is cloud-based and truly omnichannel, capable of providing seamless conversations that can be carried across any channels (e.g., voice, IVR, SMS, chat, messaging, video, etc.). Effortlessly switch between all of these channels while maintaining context and relevant information across all channels. Even after the call, Bright Pattern let’s you go further and trace the customer journey through our comprehensive CRM integration. Bright Pattern integrates with any major CRMs, including Microsoft Dynamics 365, Salesforce, Oracle, ServiceNow, and Zendesk. Bright Pattern’s contact center software is also HIPAA and PCI compliant, utilizing comprehensive, advanced security features to protect all sensitive customer information. All of these perks, for an affordable, pay-per-use price.