• Kenza Mouradi

Visual IVR for insurance: three use cases

Insurance companies are facing an ever-more competitive marketplace as a result of several factors (a growing number of products, new players who are 100% digital, and the French consumer protection legislation known as Hamon's Law). At the same time, customers have completely integrated digital technology into their purchasing techniques on a daily basis. Customer relationship management as a differentiator became the key factor in promoting loyalty and retaining subscription renewals.

According to one study produced by the management consultancy Siltéa, digital transformation is a strategic objective for more than 80% of 43 insurance companies questioned.

In this context, the Visual IVR is a tool which improves the customer experience and allows companies to reap the rewards of digital transformation.

Use case 1: A faster way to report a vehicle breakdown

When the customer makes a phone call, their location is automatically recorded thanks to their smart phone. The phone number will identify the vehicle involved.

If the request is invalid (out of area, service provider not linked,) the call is re-routed according to a pre-defined process (passed to another service provider, or to an agent for upsell).

If the request is valid, the customer has the choice of remaining with a digital channel or switching to a different contact channel.

Use case 2: Effortless insurance claim follow-up

When a phone call is received, the caller's number will identify the claim reference number.

Depending on the situation, the customer can be sent an update by SMS or email without having to provide any form of ID.

At any time, they have the choice of switching to a different contact channel to follow-up their query.

Use case 3: Completing an insurance incident report form from scratch

When a phone call is received, the caller's number will identify the type of the insurance policy held. The customer chooses the asset concerned and then completes the insurance incident report using a simplified form.

At any time, they have the choice of switching to a different contact channel to follow-up their query.

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