Insurance companies worldwide understand the value of connecting with their consumers, making customer experience (CX) a priority in their communications strategies. While every insurer offers an array of products and services, each of our 30 insurance clients rely on Sitel Group® to provide best-in-class, omnichannel touchpoints with their consumers.
We deliver leading CX solutions to global insurance clients that offer their consumers an array of products including life, property and casualty, long-term care, retirement planning, investments, roadside assistance and warranty. Whether its excellent voice interaction or connecting on leading digital platforms, keeping the consumer first and delivering superior, proactive CX to the insured is a top priority to provide the peace of mind they deserve.
Customer Experience Services for Insurance Brands
Fast-Tracking a Modern CX for You
The average policyholder has an average of two touchpoints per year with their insurance company — not nearly enough to create any sort of long-lasting relationship. The dynamic between you and your consumers needs to be substantial, where you offer more relevant and useful content to policyholders when and where they want it.
This includes communicating with consumers on their channel of choice, whether it’s via an interactive app downloaded on their smartphone or using a chatbot on your website. This seamless flow of information needs to be delivered quickly and efficiently, tailored to each consumer’s lifestyle, such as offering pregnancy and baby advice to expectant mothers or ways to promote healthy retirements for older generations. Consumers are seeking this valuable content and will appreciate your attention to service, creating a long-lasting relationship with your brand.
How We Can Help
- Extensive voice and non-voice capabilities you need to deliver a fast, 24/7 experience
- Leaders in conversational AI create consumer conversations and satisfy self-service requests
- Experienced in devising digital-first omnichannel CX management approaches that drive customer satisfaction and reduce operational costs
When a consumer seeks an insurance product, they oftentimes want more than peace of mind to know that they can call upon you to protect them if the need arises. In fact, 74% of policyholders indicate they’re interested in receiving targeted communications from their insurance companies.
But how do you know who wants what information? This is where the power of data analytics comes into play. You need to leverage every interaction you have with your consumers, whether it’s via voice, text or email, to create a comprehensive profile of what interests them and would make their lives easier and more fulfilled.
Once mined, the data reveals valuable insights on each policyholder and you can then create powerful content marketing campaigns customized for each consumer to engage on a personal level for an elevated CX.
How We Can Help
Many believe that the most important driver for insurance products is price, but that’s not always the case. The speed at which insurers can pay out claims or process new policies has become an important decision criterion as consumers consider insurance products. Luckily, automation can help you speed up the process.
You need to engage intelligent automation solutions to accelerate business performance, empowering your team to have the right answers ready for consumers across channels with seamless communication at every touchpoint.
How We Can Help
An insurance provider with a robust team will be best equipped to provide optimal solutions and services to consumers. A keen focus on technology skills is key to successfully blending innovative technology with human support. This includes a proficiency in AI and automation, cloud engineering, data science and analytics, and cybersecurity.
Leveraging blended learning capabilities that integrate leading-edge learning technology and digital learning with live instructor-led classroom activities accessible through any device, anytime and anywhere, will equip your insurance team to provide an exceptional CX and become proficient at creating strong cybersecurity within your organization.
How We Can Help
- Leaders in custom blended and digital learning, Sitel Group® takes an integrated approach to technology and learning
- Advanced technology, methodology and resources to create a learning ecosystem design
- Delivering tools needed to mitigate risk and safeguard sensitive customer information
Your Partner for Best-in-Class Customer Experience in Insurance