Extra service is a great policy.
Automated outbound alerts are a cost-effective way to improve policyholder service and satisfaction while you increase ROI.
Many policyholder communications can be effectively handled with a low-cost solution that can actually improve satisfaction and increase policyholder retention. Automated outbound alerts can provide routine but vital information to policyholders without cutting into the productivity of your live agents. In fact, automated alerts are so cost-effective, they can be used to provide proactive notifications that are simply not cost-effective for live agents to provide.
Alerts — which can be voice, e-mail or text messages and can include the option to contact a live agent immediately — can effectively be used for:
- Claims status updates
- Appointment reminders (such as claims adjuster appointments)
- Quote/rate requests
- Notification that electronic funds transfers are complete
- Severe weather/emergency warning alerts (for example, to policyholders with tornado or flood coverage)
- Non-pay/policy collections courtesy calls
- Insurance policy administration and follow-up to obtain missing information
- New policyholder welcome messages
- Tier 1 inquiry support, leaving Tier 2 & 3 policyholder inquiry support to be handled by live agents