15 February 2022
Insurance Industry Adopts Live Chat
Could live chat benefit your insurance business? Learn the ways the insurance industry is adopting live chat for websites and see how Click4Assistance can help you.
The insurance industry is all about people. For an insurance company to succeed there’s an important emphasis to be made on providing excellent customer services. Live chat for websites can help provide additional benefits to insurers, while also making sure customers benefit from a rich and positive experience.
Understanding the ways that live chat for websites benefits the insurance industry can show you how valuable it could be for your own company, helping you compete with the rest of the industry and give your customers what they want.
How is the insurance industry adopting live chat? Explore the latest developments below and find out more about how to make live chat work for your insurance business.
Improving communications with underwriters
Communicating with underwriters can be a significant challenge for brokers. Underwriters are busy, and the complexities in their role mean that there is often further information to be gathered before key decisions can be made.
Live chat provides a number of benefits to both underwriters and brokers. Brokers are provided with an opportunity to ask key questions and share information, without having to spend all of their time on the phone or waiting for an email response. For underwriters, live chat is an opportunity to handle queries quickly, providing high levels of support and effective customer service.
For brokers dealing with multiple clients and multiple underwriters, a live chat function can make it easier and faster to do their job.
Simple and effective communication between brokers and customers
Having a live chat function can make a big difference to brokers and their customers. Customers want to do things as quickly and painlessly as possible, and that includes their interactions with people like brokers and insurers. Being able to use a live chat to speak to a broker means they can multi-task, at home or on the move to get their insurers needs taken care of without having to face a lengthy phone call.
With live chat, brokers can enjoy a clear form of communication between themselves and their customers. Sometimes things can get lost in translation over the phone, leading to misspellings and other errors - things that can be important when it comes to securing insurance for your client. Having things there in writing limits these types of mistakes so that you can search for accurate quotations and secure the right policies for clients.
Customers have a lot of expectations when it comes to products and services, and finding the right insurance is no exception. They want to be able to do things quickly and conveniently, using tools that suit them. Having live chat enables you to expand your contact options, allowing people to speak to you directly online in addition to over the phone or via email.
Even with set contact hours, a live chat for websites will still benefit you in the evenings or on weekends. Have messages ready to get back to when convenient, or provide some frequently asked questions that could help a customer find what they’re looking for. Live chat brings a lot of flexibility and a simpler way for people to get in touch, making it the perfect tool for any modern insurance broker.
The benefits of live chat for insurers
More and more businesses within the insurance industry are adopting live chat. Some of the main benefits include:
Simple, convenient communication
Live chat for websites provides simple and convenient communication from underwriters, brokers and customers. People can access live chat from their laptops, tablets and phones, allowing them to save time and carry on with other things in the background.
It’s simple to use and becoming commonplace on most websites today, providing customers with an extra form of communication that can make them more likely to use your services as opposed to a competitor.
Work with clients wherever you are
Live chat provides an element of flexibility, allowing you to work with customers and clients wherever you are. You don’t need to be tied to a phone or an office, giving you plenty of flexibility over where and when you work.
Answer customers’ detailed questions
Insurance policies can be very complex, which means a lot of detail needs to be provided to make sure you choose the right policy for your customer. Live chat provides the opportunity to ask questions from the basic to the detailed, as well as give you the space to answer them thoroughly.
Get a transcript/record of your conversation
With all of the detail that’s involved in finding an insurance policy, it can be easy to forget the details from a phone call. With live chat, you get a full transcript of the conversation, which benefits both you and the customer. Whether you want to improve staff performance, review your own service or verify details at a later date, having a record of your live chat can help you provide a more effective service.
Make better use of your resources
Customer interactions over live chat can be much more efficient than a phone call or email conversation. You’ll be able to make better use of your resources, free up time and even work with more customers to help you grow your business.
Having an out-of-hours function can also be an asset for your business, as customers will be able to leave messages for you to respond to at your convenience.
Work with Click4Assistance to bring live chat to your insurance business
If you’re interested in all of the benefits live chat can bring to your business, then get in touch with Click4Assistance today. We work with all major underwriters and many brokers to provide live chat features that enhance your business and make the experience better for your customers.