10 March 2020
When it comes to buying insurance online, all about the user experience
User experience is one of the most important facets of any form of online consumer purchase. While price, brand equity, features and testimonials play a role in a customer’s decision making process, convenience and user experience are taking a much larger piece of that pie than ever before.
Imagine going onto a website to make a purchase; it doesn’t have to be insurance, but let’s say you’re looking for a simple car insurance policy, nothing too complicated. You go to a comparison website, put in all of your details, and after twenty minutes of answering questions, the system has delivered a long list of possible insurance policies from dozens of agencies.
Naturally, you start at the cheapest and work your way down. You go to their website to check them out and find that the process to purchase online is really difficult, the website does not have a live chat so you cannot quickly ask a few initial questions, they don’t have an FAQ section, and it does not seem that they have the documents accessible online either. Next! And you go to the next insurance agency on the list, which is a few quid more than the first, but their website is a lot better. So you look at the third one, which is again a little more expensive, but their website is super easy to use, they have an office number and a 24/7 support line, a WhatsApp contact, a 24/7 live chat, documents are accessible online, and the purchasing process is easier than the comparison site. BUY NOW.
This is the reality for so many people who are making any sort of purchases online, but particularly for insurance. When you purchase insurance, you are also purchasing the peace of mind that if you ever have to use it, or have a simple question, that the insurance agency will be there to answer it easily, without it taking an hour over the phone. You are also buying convenience.
Along with convenience leading the forefront for purchasing changes, communication has had a few changes of its own. Social media has become a communication behemoth rivalling even email. With email inboxes filling up with spam, most users will turn to mobile apps, like WhatsApp and Facebook Messenger, and online chat software for a more direct response. It’s far more convenient for the user and they are more likely to get a quicker response, rather than wait a few days for someone to read their email asking the same short question.
Many insurance agencies have noted this shift in user experience and have answered the call to change. Once upon a time, users would use whatever the company used, but now, the tables have turned and companies need to get on board with what consumers are using most, as it gives them a sharper competitive edge and increases their overall user experience satisfaction rate. Convenience wins every time.
When you have online chat software, your insurance agency is already one step ahead of every agency that does not have it. When you have an AI chatbot, your insurance agency is one step further than those who don’t, as your organisation is now “always online”. When you add in social media into this mix, your insurance agency is even further ahead, and given the edge of being technologically progressive, which is more attractive for customers.
Click4Assistance’s online chat software can give you all of this in one awesome solution. Once you have live chat, it means that prospective buyers can very easily ask questions and get assistance with filling out forms or understanding what some of the features of your insurance policies mean. This directly impacts your conversion rates, as website visitors who use live chat are four times more likely to purchase. When you then take that to the next level, which is using an AI chatbot, your prospective customers are instantly engaged, rather than waiting in a queue, and your business immediately goes to 24 hour live chat service, as an AI chatbot can answer basic questions and assist with navigating the website.
Then you have a seamless social media integration, ensuring that you never miss an instant message from WhatsApp or Facebook Messenger. Your live chat and your social media instant messaging apps are all in the same convenient Click4Assistance dashboard on your desktop.
If you want to give your insurance agency a competitive edge that your rivals can’t have, it’s time to take it to the next level with live chat, AI chatbot and social media integration, providing 24 hour convenient customer service to your customers, current and prospective, while increasing your revenue without having to hire any additional staff.
If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to make your insurance agency more effective in 2020, give us a call on 08451235871 or send an email firstname.lastname@example.org and one of our team experts will be with you right away.