Great Place to Work - Certified

Providing Live Support Improves Customer Satisfaction in Insurance



Live support is one feature that you can find in most websites today. The main function of this feature is to provide a good online customer experience. In this world, where people love to chat with their friends more through instant messaging than phone calls or face-to-face meetings, live chat support happens to be a powerful tool. Insurance businesses can provide better customer service by utilizing live support feature.

Almost all insurance companies have their websites online today. You can also find sites where you can compare different insurance policies so that you can make the right decision. However most users do not have the time to do this much of a research while buying an insurance policy.

According eDigital Research1 , live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. 

Today customers prefer to communicate with the customer care representatives of insurance companies to get their queries answered. While they hate to read lengthy emails and talk on phone for long hours, live chat support is one thing most of them prefer. This is probably the best way to improve customer satisfaction and the reasons are as follows:

  • Live chat can answer customer queries faster: As the prospective customers go through the insurance websites, there may arise many queries in their mind. At such times when a live chat window pops up, it becomes easier for them to clear their queries with the customer care representative. It reduces their need to pick up their phones, dial the customer care number and wait for the call to be answered. Within no time, their queries will be clearly answered through live chat. Unlike phone calls, they need not wait for their turn as the live chat representatives can chat with multiple customers at once.
  • Live chat increases the customer confidence: The moment a user visits an insurance website, he/she gets confidence of getting help by seeing the live chat window. This confidence will help the customer to be loyal to your company.
  • Live chats are good ways to convert customers into sales: Customer care representatives in the insurance field can provide best customer services through live chats. With no waiting times and no distractions, you will have customers in a very co-operative state of mind. They will pay attention to you and it becomes easier for you to convert them into sales, if you adopt the right customer service strategies.
  • Live chats help in making the customers return to you: Once your visitors have a satisfying customer experience through the live chat support feature on your website and purchase your products, they are likely to come back to you again. They may buy from you again or they may also refer their friends to you. This is a great way to retain existing customers and gain new ones through them.

Apart from the above reasons, there is one reason that makes live support one of the best customer service strategies. Customers are in love with live chat. It is good to see someone is ready to help you, even before you are asking them for help and this fact impresses customers the most.



Interesting Insights