How can Digital Engagement transform Customer Service in Insurance Industry?
MAKING DIGITAL REAL & REWARDING
The Insurance Industry players are in dire need of
adopting digital engagement today with increasing
expectations from customers and a demand for a more
cohesive user experience.
How can Digital Engagement transform Customer
Service in the Insurance Industry?
• It’s not simply about selling a
product or a service; it is about
selling an experience.
• Customers need to be engaged
by delivering personal and
• Research suggests that 90% of all
media interactions are screen
based and hence brands need to
focus on their digital customer
service strategies in order to
optimize engagement & sales.
The Insurance Sector today is a huge industry with several dozens of
players in each country vying with each other to attract customers. In
today’s digital age, customers have begun to expect immediate resolution
for their grievances. Insurance players can no longer hope to survive if
they stick to traditional methods of servicing customers. They need to
adopt a digital engagement strategy to enhance the user experience and
provide personalized services & offerings. In this article we will look at
how digital engagement can revolutionize the way insurance industry
What is Digital Engagement?
If you look at businesses today, you will see that both assets and
content are increasingly digital. They consist of audio, video, text
and interactive elements and are consumed via multiple channels
such as mobile, desktop, tablet and also in-store. Digital
engagement is all about creating a compelling, consistent and a
contextual way of personalizing and delivering the overall
experience of the user. The market today demands intimacy and
synchronization across channels in order to provide personalized
and seamless experiences to customers. Customers today interact
with businesses via multiple channels and expect their experience
to pick up where the last interaction left off. This is what digital
engagement aims to achieve.
What Customers expect from
• Access across every channel.
• Quickly find relevant
• Innovative services tailored to
the digital age.
An Omni-channel experience
• Insurers need to offer robust
transactional capabilities that
are consistent across all
• A customer must be able to
start the conversation with a
financial advisor, make a
purchase on the phone and
then complete the transaction
using the computer.
The role of Digital Engagement in Insurance Industry
There was a time when customer engagement in the insurance
sector was tantamount to prompt claim settlement, but now the
expectations are much higher. With the arrival of digital
technologies like social media, smartphones and connected
homes, insurance players are being required to move on from
being just conventional. There are players who have already
jumped on to the digital engagement bandwagon and are now
leveraging technology to understand customers’ lifestyle and
create customized coverage that suits their needs.
Let us have a look at some of the ways Digital Engagement can
benefit insurance players.
• Help create hassle free digital experiences that enable
purchasing policies and reviewing benefits.
• Help agents, brokers, adjusters and partners in sharing and
collecting information in a faster and efficient manner for the
purpose of claim management.
• Enable integration of multiple software systems and data
sources & also eliminate redundant paper work.
• Enable self-service for customers by integrating disparate
systems of records into a seamless user experience which
helps customers in managing all their policies from one place.
• Provide personalized engagement to customers. For instance
greet customers by name instead of asking for a policy
number and improve customer satisfaction.
• Enable creation of a robust loyalty programs
These are just some of the ways that digital engagement can benefit
insurance sector players. Once fully implemented a digital engagement
strategy covers every digital touch point with the customer and aids the
insurer in taking proactive, personalized actions.
InfoAxon Technologies (India) Pvt. Ltd.: A-105, Sector 63, Noida, UP; Tel: +91 120 4350040
Mobile: 9810425760 (Vineet Dahiya)
Established in 2001, InfoAxon helps customers deliver compelling digital engagement and
analytics solutions that better engage their consumers, partners and employees. With offices in
USA, UK and India, InfoAxon works with global BFSI customers providing end-to-end digital
solutions including conceptualization, development, implementation and support. InfoAxon
also enjoys the distinction of being Liferay's deep skilled Partner in India, USA and Africa.