Achieve a Holy Grail 360 View of Your Customer

According to a survey, dissatisfied insurance customers are 40% more likely to tell others and 26% switch their service providers. Thus, the quality of the interaction needs to be good and seamless regardless of the interacting channel.

The insurance sector has experienced dramatic disruption in the wake of the digital revolution, with nearly 80% of customers now preferring to purchase insurance products via digital channels according to research by Bain.

Integrate over 30 apps to one dashboard, enabling a single view of all your customer’s interactions with your organisation. 

By having an omnichannel dashboard, this lets your customers communicate with you in the way that they want to, when they want to. You can manage interactions effortlessly across any channel, delivering a personalised customer journey.

Smart Routing: Deliver interactions from any channel to the right person, in one single inbox with a full history of engagement. Put your customer in touch with the person who is best placed to help, with all of the information they need at their fingertips and turn every contact into a great customer experience.

Customer Experience Management: Set up processes and teams and manage this in real-time, with the ability to share ideas, provide management assistance where needed and access 360 reporting. Equip your business with the tools to deliver great customer journeys across a complex engagement landscape.

Engage your Customers Anywhere: Switch on new services as and when your business needs them to deliver a unified experience. Your customers don’t care how they have tried to contact you, they only care that you respond and deliver an experience that exceeds expectations.

  • Integrate with your CRM
  • Deliver a unified personalised customer experience, with visibility across all channels.
  • Improve customer retention.
  • Complaint handling & escalations are reduced.
  • A single view of the customer makes it easier to deal with a customer’s case, rather than being transferred from department to department. This is done quickly and without repetition.
  • Mitigate reputational damage – respond to social media comments immediately.
  • Single dashboard view of performance and reporting
  • Seamless transfer to other channels and detailed handover to other members of staff

If this is something you would like to incorporate into your organisation, contact us today on 0345 362 0 247 or email helpfulpeople@matrix247.com to organise a free demonstration with one of our specialists who will show you how omnichannel can benefit your insurance firm.









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