How to Boost Your Insurance Agency’s Customer Experience

Offering a consistently excellent customer experience is essential

Customer expectations are constantly evolving, and it can be extremely difficult for insurance agencies to scale business operations at the speed necessary to remain competitive. Offering a consistently excellent customer experience is essential for not only retaining your current customers, but also acquiring new ones. Customer experience is a primary brand differentiator, arguably more important than price and product features to most customers. In fact, 86% of buyers are willing to pay more for a great customer experience, and 73% of buyers point to customer experience as an important factor in purchasing decisions

When looking at the customer experience your insurance agency is providing, here are three areas you can focus on to boost performance and exceed expectations.

Customers want to be able to make claims, adjust their policies, and get answers to their questions wherever they may be, from any device. Chat, email, social media, website forms, and mobile apps are all common engagement methods for insurance customers, but not all insurance agencies are able to effectively leverage these technologies.

According to a recent survey conducted by the IIABA, 55% of insurance agencies cite internal training on new technology as a roadblock to the adoption of digital tools, and 43% cited lack of “staff commitment to use the new workflow.” Rather than spending time and money on training and implementation for a costly new technology or process, insurance customer experience outsourcing can help you leverage the latest technologies in a system-agnostic environment.

A recent joint study from Newsweek and Salesforce found that knowledgeable salespeople and quick-and-easy checkout are the top two expectations from insurance consumers and business buyers. Consumers want to be able to speak to someone who understands their problems, and have their needs met quickly and simply.

Insurance customer service outsourcing can significantly benefit your agency by giving your customers round-the-clock access to representatives who understand your business process and offerings. A good insurance BPO partner will ensure a completely seamless experience for your agency’s customers, whether they’re looking to make changes to their policy, file a claim, or simply have a question that needs answering.

Customer experience isn’t simply about being able to answer questions and solve problems quickly—a huge part of an elevated customer experience is ensuring that your customers’ needs are met before there’s a problem. Sending out renewal notices, proactively shopping quotes, sharing policy and claim updates, and taking the time to offer insurance education can help your customers feel like you’re always looking out for their interests.

Offering this level of proactive service can be difficult when you’re caught up in the day-to-day of processing, service, and administrative tasks. Insurance customer experience outsourcing can help take tasks off your team’s plate, empowering agents to seek new opportunities and offer proactive service to their book of business.

Partnering with an insurance customer service outsourcing partner can ensure that you’re consistently meeting and exceeding customer experience expectations. Patra offers dedicated support services for acquisition and customer experience to enhance and improve your insurance agency operations with flexible solutions. Ready to get started?

About Patra

Patra is a leading provider of technology-enabled insurance outsourcing. Patra powers insurance processes by optimizing the application of people and technology, supporting insurance organizations as they sell, deliver, and manage policies and customers through our PatraOne platform. Patra’s global team of over 6,000 process executives in geopolitically stable and democratic countries that protect data allows agencies, MGAs, wholesalers, and carriers to capture the Patra Advantage – profitable growth and organizational value.

William Wagner, VP of Marketing

About The Author ...

William Wagner
Vice President, Marketing

William Wagner is responsible for Patra's Global Marketing and Inside Sales organization. With over twenty years of marketing and product management, William ensures that Patra's services, technology innovation, and brand are closely aligned with Patra's prospects and customers' needs to bring forth transformative change in how insurance solution are delivered, supported and managed.