For many insurers, providing a satisfactory customer experience is at the forefront of their ambitions. One such InsurTech is Ushur, who prides themselves on their industry-leading Customer Experience Automation (CXA) platform. But why is this solution so groundbreaking? And can it be the silver bullet many carriers need?
Customer Experience Automation (CXA) is an innovative AI-powered platform, designed specifically to automate and streamline the interactions between a company and its customers from the initial conversation to its conclusion. While some automation technologies focus solely on front-end customer service queries or back-end processes, CXA stands out. It offers digital consumers the self-service choices they desire, whether they are seeking service or when a company wishes to communicate.
For insurance providers, the opportunities provided by Customer Experience Automation are manifold. It simplifies dialogues and automates routine tasks. Processes such as data collection and complex multi-step business actions are made swifter, simpler, and more precise with CXA. This technology breathes life and flexibility into traditionally ponderous processes, encompassing everything from quotes and onboarding to benefits registration, billing, and claims handling.
Customer Experience Automation has notably improved communication rates between insurance providers and their customers, leading to reduced waiting times for real-time service and information requests. Gone are the days where customers had to await item deliveries with just an approximate delivery time. Now, updates on package locations or quick responses from insurers about in-network service providers are the norm. Such seamless experiences, exemplified by tracking updates or instantaneous insurance queries, are made possible primarily due to the capabilities of Ushur’s platform, including their InvisibleApp.
Ushur’s InvisibleApp stands out as a unique 1-to-1, secure communication channel for automating customer interactions. It provides an app-like feel without the typical inconveniences of downloading or the associated maintenance costs. Furthermore, this tool makes it easier for clients to interact with their insurance provider, regardless of their query or concern. Its omnichannel feature ensures consistent customer experience across multiple platforms, from phones and texts to emails, websites, and popular messaging apps.
One of the significant challenges in insurance claims, especially in the aftermath of car accidents, is the collection of requisite data and documentation from various stakeholders. The process can be long, intricate, and loaded with tension. With Customer Experience Automation, however, this tedious task becomes streamlined.
CXA enables efficient data collection and sharing amongst all the parties involved, from the customer and service providers to the insurance company itself. Automation, be it through SMS or email, eradicates the constant back-and-forth communication, freeing up employees to focus on more complex decision-making processes.
Customer Experience Automation indeed provides the modern digital consumer experience that today’s customers anticipate. Following the pandemic, the digital-only world has conditioned customers to expect rapid and transparent services. CXA ensures real-time information provision, allowing customers to review benefits, understand claim statuses, and much more.
Benefits of CXA are numerous, one of which is the improvement in the Net Promoter Score (NPS). An indicator of customer satisfaction and loyalty, a heightened NPS can lead to increased revenue growth and customer referrals.
Lastly, Ushur’s approach to Customer Experience Automation aims to enhance every facet of a carrier’s customer experience. By incorporating advanced technologies like AI, ML, and Intelligent Document Automation, it ensures a seamless, zero-code approach, optimising both knowledge work and customer engagement.
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