In the insurance industry, many customers tend to focus on one thing when choosing a provider: the cost of monthly premiums. However, as the landscape evolves, insurance providers are beginning to realize that delivering an exceptional customer experience (CX) is just as crucial.
A recent survey found that almost 46% of insurance customers now rank customer experience as a top priority when selecting their insurer. Additionally, 42% of respondents identified "little or no communication" as the biggest challenge they face when dealing with their provider. As customer expectations continue to shift, insurance companies are being pushed to improve communication across multiple channels—whether it's phone calls, emails, or even social media.
But how can insurers balance customer demands for better communication without overwhelming their teams? That’s where modern cloud-based communication solutions, like UnitedCloud, come in.
Traditionally, most people choose their insurance provider based on cost. But as customers' digital expectations grow, so do their demands for a seamless, personalized experience. Customer experience has become a major factor in retaining clients and ensuring long-term success in the insurance industry.
What customers really want is a smoother journey from start to finish, whether they’re getting a quote, filing a claim, or renewing their policies. A key aspect of this journey involves communication, and that’s where many insurance providers fall short.
By modernizing your phone system and adopting unified communication tools, insurance companies can bridge the gap between what customers expect and what they receive.
A thoughtful communication strategy is vital for insurers. Let’s look at some key benefits of implementing a modern, cloud-based phone system:
A smooth, hassle-free experience keeps customers coming back. Surveys show that when customers have a positive experience with an insurance provider, they are far more likely to stay loyal. On the flip side, 41% of insurance clients said they would consider switching providers if the insurer lacked digital capabilities.
By leveraging features like automated call logging, virtual meetings, and easy call routing, UnitedCloud’s platform helps insurance companies keep their clients happy and engaged, even as they manage more digital channels.
When your team can handle customer inquiries more efficiently, it improves both the customer experience and the bottom line. UnitedCloud's platform integrates all communication tools into one workspace, reducing response times and ensuring that every conversation—whether by phone, message, or video—is seamlessly tracked. This leads to more first-contact resolutions and, ultimately, more satisfied customers.
A unified communication platform benefits your customers and makes life easier for your team. With tools like real-time call transcriptions and automated notetaking, your agents are better equipped to handle client interactions efficiently, reducing burnout and turnover.
Happy employees mean better service, and better service means happy customers—a win-win for everyone.
So how can insurance providers start transforming their customer experience? Here are 3 ways to consider:
Clients don’t always want to call your team—some prefer text, email, or even social media. UnitedCloud supports multiple communication channels, allowing agents to connect with customers in the way that best suits them. Whether it’s a phone call or a virtual meeting, your team will have the flexibility they need to meet clients where they are.
Our platform provides tools to support continuous learning and performance improvements. Real-time coaching features allow supervisors to guide agents during calls, ensuring they’re equipped to handle even the most complex client inquiries.
Understanding how customers feel during interactions is critical for improving their overall experience. UnitedCloud’s platform includes advanced sentiment analysis tools that monitor customer conversations in real-time. These insights allow your team to gauge the tone and emotional state of each interaction, helping you spot issues early and address concerns before they escalate.
At UnitedCloud, we recognize that effective communication is the foundation of exceptional insurance service. Our cloud-based platform equips your team with the tools to provide responsive, personalized support across all channels, ensuring your customers feel valued at every step. Elevate your customer experience with solutions designed to meet the demands of today's insurance industry.