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When an insurance customer self-services, they handle specific transactions without an employee or agent’s help. For instance, the customer might pay a bill online or add a vehicle to their car insurance using your website.
To get the most out of self-service options, businesses must first review common processes and map out the customer journey through those events. Then, they must commit to creating more frictionless experiences by pinpointing places where automation and self-service can add significant value.
Here are four benefits of self-service:
When the customer can self-serve in sales, customer service, and claims, you can save agent time and do more with a lower staffing level. You’ll maintain your revenue while cutting costs, which can turn a financial drain into a revenue producer. The more activities customers can do online, the less time you’ll need to spend on non-revenue-generating processes. Your business will be more efficient if an agent can save five minutes by not needing to attach a new payment method to a policy and instead spend that time doing something more productive.
A modern, consistent user experience internally and externally improves workflow, and offers an engaging customer experience.
Self-service options make it easy for a policyholder to understand their policy, review coverages, understand their rates, and make changes as needed. When customers take care of these processes on their own, your company can do more with the same level of staffing.
The benefit of self-service is that it helps you save time and money to use toward more critical tasks. This sets your company apart from competitors and enables you to grow your business in a highly competitive industry.