Provide the Personal Touch – at Scale
Insurance customers are happy to use online channels for day-to-day transactions, but when it comes to making important or complex decisions, they still prefer the ‘personal touch’. They want to engage an expert on your team to assess and address their specific needs. But staffing is expensive, has capacity limitations, and cannot scale.
How then can your insurance organization provide customers with the personal touch they desire without having to deal with staffing challenges?
Modern technology can offer a perfectly scalable answer – personalized, interactive video. Leverage the power of video to create engaging, interactive content that cost-effectively delivers personalized customer care and maximizes ROI at scale.
Video is an optimal way to engage customers and has evolved to incorporate personalization and interactive engagement.
Interactive, personalized video gets the attention of customers and is ideal for use across the customer journey for onboarding new members, explaining policies, customer education and so much more!
Video visually engages customers and personalization is a powerful way to deliver information and offers that resonate.
72% of customers prefer to watch a video rather than read text to learn about a product or service.
90% of customers who receive a personalized video report greater satisfaction with, and a better understanding of, that company’s products and services.
Using a pre-defined workflow, personalized video can:
- Simplify complex information
- Gather input
- Perform simple calculations
- Change the flow based on viewer’s input
- Deliver a customized offer
- Direct viewers to contact your team
Furthermore, you can design the workflow to suit your needs and to augment tasks performed by your in-person team.
Here are examples of how your insurance organization can leverage the power of personalized, interactive videos:
- Welcome and onboarding – deliver a personalized onboarding video to help customers get familiar with their new insurance plan and how to engage with you
- Autopay enrollment – deliver an educational video to help the customer set up autopay
- Life Insurance Policy illustration – deliver a personalized update regarding the status of the customer’s insurance policy
- Paperless adoption – deliver a personalized video explaining the paperless adoption process and the benefits of switching to digital
Learn how Doxim CCM Interactive Video can augment your operations, satisfy customers, and boost your bottom line! Contact a Doxim CCM expert today
How are personalized, interactive videos created?
Videos are personalized in the same way an email or document is personalized. The individual’s data is inserted into a predefined workflow or template. This way, the video can address the recipient by name, provide information that is only relevant to that person, and take them on a customized journey.
Interactive capabilities let the viewer make selections to shape the flow of engagement-responding to questions, providing information (they can click a button or input data), and approving outcomes.
The end result is a highly personalized offer tailored to the viewer’s specific needs and choices. This is the digital, on-demand experience that consumers desire – and it also delivers excellent benefits to your operations and your bottom line.
Personalized, interactive video benefits both insurance customers and service providers
By using interactive, personalized videos to enhance customer experience, you can count on the following benefits:
- Augment sales and service teams to reduce cost-per-sale/service, while still providing a great CX
- Guide the customer on how to use other digital services, or connect with the appropriate customers service rep to resolve an issue before it escalates
- Gather in-depth information on how customers engage with the information in the video and use this information to refine future communications.
- Get a measurable, improved return on investment (ROI) based on increased customer engagement, conversion, purchase, enrollment, etc.
67% of customer churn is preventable if the issue is resolved at first touchpoint. Personalized, interactive videos proactively address churn triggers at every touchpoint.
$1 Call center services cost approx. $1/minute. In contrast, personalized, interactive videos cost-effectively scale digital customer service, providing personalized support and interactive elements for self-serve customer care
Doxim CCM clients can leverage personalized, interactive video technology to deliver engaging statements and communications
Doxim CCM leverages our client’s existing data to deliver personalized, interactive video experiences at scale. Unlike other bespoke and expensive solutions, Doxim CCM Interactive Video delivers low cost, 1:1 videos from a template that has proven to be effective and yields maximum ROI.
The visual engagement and real-time interactivity made possible through video, provides the ‘personal touch’ that drives increased customer satisfaction, better engagement, and high conversion rates.