As we continue to imagine life in a post-Covid world, there are several industries that come to mind when considering what our ‘new normal’ will look like.
One of these is insurance. More specifically, how insurance companies will prepare and adapt to the next distribution channel.
It wouldn’t be overly bold to say that this model will not include the same volume of face-to-face interaction that used to take place just under two years ago.
As such, insurance firms have begun to face mounting pressure to adopt new channels for customer communication, while still ensuring the same level of customer satisfaction.
As McKinsey and Co. realized in June of 2020, “almost 50 percent of [insurance] agents cited remotely building new customer relationships as the biggest challenge during COVID-19”.
The need for digital tools is growing, but there is still limited public awareness around what is available.
At Upscope, we’ve witnessed some of our biggest customers in the financial services sector experience strong results with the help of co-browsing services.
In many cases, our customers have decreased their average support times by 30%, and increased their first time call resolutions by over 20%.
But what fundamental problem does co-browsing actually solve for it to produce such strong results?
Ask most customer support agents what their number one obstacle at work is, and you’ll probably get a slew of answers that all relate to the infamous ‘support headache’.
The support headache most commonly occurs when the support agent and the customer reach a dead end in their ability to communicate what they’re seeing.
In other words, the barriers presented by remote instruction cannot be alleviated by just the phone. As such, CSAT scores fall, retention rates drop, and call times often become longer as a result of support headaches.
Co-browsing is the power to see and interact with your customers' screens instantly; no download required. Meaning that companies like Upscope can break down barriers that the phone could not, eliminating the support headache that your agents so strongly resent.
If you could have the ability to visually guide your customers through their insurance queries, as if you were sitting right beside them, wouldn’t you?
The adoption of co-browsing software may soon become a necessity for insurance firms, as they - like all of us - look to boost their digital capabilities in this new normal.
