Omnichannel Software for Insurance
Today, customer experience is key with existing and prospective customers interacting via an array of media channels and expecting insurance providers to meet them there. Where communication historically was in the form of traditional phone and email, with advancements in technology modern methods now include social media, webchats, and WhatsApp etc.
Omnichannel software enables your insurance firm to manage every aspect of customer contact simply, effectively and in one place. Whether a customer requests to update their information via a webchat, or calls to query a renewal quote, or initiates more information about an offer on Facebook, omnichannel will allow your agents to handle everything seamlessly.
There’s no doubt, in order to stay ahead of the curve of competition and customers’ needs, insurance companies must be able to manage multiple communication channels efficiently. A positive customers experience ultimately increases conversion rates and builds lasting customer loyalty.
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See the powerful technology for yourself.
You’ll speak to someone who really understands our solutions and how they can transform your Insurance company. Our demonstrations can be done over a video call at a time that suits you.
Call us on 0345 3620 247 or, alternatively fill in the form and we will be in touch to organise your complimentary demonstration.
Transform the insurance customer experience with omnichannel software
Tailored to the insurance industry, omnichannel software can utilise information, assist your agents, improve customer retention and ultimately increase overall conversion. Watch the video to the right, or you can read more about the benefits of omnichannel for insurance providers here.
Delight your customer
Make it quick and easy for your customers to contact you, on their preferred channel. Be ready to assist and delight consumers at every stage of their journey. Especially if this is a highly sensitive time and they need urgent help. Whether it’s a simple question handled via social media, or a specific query only a select number of agents can deal with, self-service, AI and other features can help to manage, prioritise or direct tasks.
Harness data to manage your insurance firm efficiently
Omnichannel offers rich data for you to analyse and carry out changes to the call centre operations. For example, it can predict customer enquiries and demands based on historic data, this supports resource management so you can be efficient with employee workload, shift planning and manage surge in demands more effectively. It also supports IVR (interactive voice response) capability, signposting the customer to the right team first time, reducing internal transfer and speeds up response times.
Empower your agents
With integrations to your CRM, your team will be completely equipped with information and context to effectively service the customer. Whilst skill-based call routing can assist performance, it also supports personal development and modular based training for agents to specialise, grow and meet their aspirations across the business.
Data Collection
CMS/CRM Integration
Increase Conversion
Improved Customer Experience
Why Choose Matrix247
At Matrix247, we prioritise our culture and values, striving to be a true partner who genuinely cares about our customers. We are service and advisory-led, ensuring that you are not just another customer number, but a valued partner.
We are not a faceless organisation; we build meaningful relationships based on your unique requirements. We will not shoehorn you into specific products or technologies, we take time to understand your business and the way you communicate, focusing instead on aligning your ICT strategy with your business goals. We create a long-term partnership that offers continuous support above and beyond the implementation of omnichannel software.
During what is a transformative time for the insurance industry, omnichannel presents the opportunity to switch the permacrisis into an opportunity by embracing the powers of technology to gain a competitive advantage and help to drive down your cost to serve.
With the introduction of the FCA’s Consumer Duty, insurers are being increasingly measured on the level of customer service and experience they are delivering. Omnichannel is the key, you can gain insightful analytics and data to hypersonalise customer queries and ensure you meet their evolving needs effectively.
We understand the challenges insurance companies face and have numerous years of experience working with leading insurance brands to improve their customer experience, efficiencies and operations.
Boost customer experience with omnichannel in the insurance sector
We know customer experience rules and getting it right for your customers and your team is essential.
Benefits of using the Matrix247 Omnichannel platform as an insurer includes:
- Easy to use: Simple, intuitive and customisable layout. Featuring superior administration and workforce management tools with easy workflow management and reporting.
- Personalised customer service: Deliver a unified personalised client experience, with visibility across all channels.
- Multiple channels: Integrate with phone, email, social media, webchats, WhatsApp, mobile apps and more.
- Improve customer retention: The system is designed to improve overall conversion and customer retention.
- CRM integration: Options to integrate with your existing CRM or CMS system.
- Remote working: The system enables remote working for team members which is scalable, flexible and secure.
- Single view (customer): The single customer view feature makes easier to deal with a customer and avoids them being transferred from department to department.
- Mitigate reputational damage: Respond to social media comments immediately.
What’s the cost of omnichannel software for insurance?
Let’s face it, an effective omnichannel system for your insurance company is an invaluable investment and essential for your everyday operations. The cost of an omnichannel solution will depend on the platform you adopt, the number of users required, and the features needed.
There are numerous omnichannel platforms on the market. One of our trusted, friendly team members will happily discuss your requirements to assist in recommending the most suitable solution for you. We will advise, install, and provide support for many leading omnichannel solutions. Speak to one of our experts today for your free, no-obligation quote.
What channels does omnichannel software support for insurance companies?
The main purpose of omnichannel is to bring all communication channels into one simple to use interface so that your insurance agents can manage customer queries quickly and effortlessly. Channels typically include; email, telephony call, email, live chatbot, social media platforms, video calls, SMS, and mobile apps.
Tips to get started with omnichannel for insurance
With a large number of omnichannel software on the market we understand it’s complicated to navigate and understand which is right for your business. We would always recommend working with a provider such as Matrix247 who can truly help to consult and advise you on the best omnichannel software for your insurance firm.
Does omnichannel software integrate with other applications?
Yes, omnichannel will integrate with numerous other back-end office applications your insurance company will use, such as CRM systems, email systems, ticketing or document management, and more. Most integrations are possible so it’s worth speaking to us about your needs and we’ll always do our best to facilitate.
