{"id":48821,"date":"2021-08-12T04:00:10","date_gmt":"2021-08-12T11:00:10","guid":{"rendered":"\/us\/en\/blog\/?p=48821"},"modified":"2024-08-08T06:21:20","modified_gmt":"2024-08-08T13:21:20","slug":"6-ways-to-leverage-cloud-communications-for-a-customer-centric-insurance-experience","status":"publish","type":"post","link":"\/us\/en\/blog\/6-ways-to-leverage-cloud-communications-for-a-customer-centric-insurance-experience\/","title":{"rendered":"6 ways to leverage cloud communications for a customer-centric insurance experience"},"content":{"rendered":"

Today\u2019s policyholders expect more from their insurers. They want a seamless, digital customer experience. Moreover, policyholders want to be able to connect with insurers through the channel of their choice.<\/span><\/p>\n

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\n<\/span>Cloud communications: Digital engagement throughout the insurance customer lifecycle<\/span><\/h3>\n<\/p><\/div>\n
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Insurance companies have a crucial opportunity to leverage cloud communications to create a customer-centric experience.<\/span><\/p>\n

Policyholders want digital insurance communications<\/b><\/h2>\n

At the dawn of the insurance industry, policyholders had to content themselves with a subpar customer experience. There wasn\u2019t always enough competition to switch to a different firm, and even after the market expanded, the concept of a customer experience wasn\u2019t mature enough to serve as a differentiator.<\/span><\/p>\n

Today\u2019s policyholders are empowered. They have smartphones and use social media; if they have a bad customer experience, everyone will know. Furthermore, they want their insurance companies to offer digital experiences.<\/span><\/p>\n

Research from Bain & Company looked at over 170,000 policyholders in 18 countries over the period of four years. Between 2014 and 2018, the share of digitally active insurance consumers<\/span> rose by 60%<\/span><\/a>. Two years later, the number of policyholders conducting business online increased dramatically as a result of a global pandemic.<\/span><\/p>\n

Even as the economy begins recovering from the effects of lockdowns and health restrictions, Bain researchers believe policyholders will continue to do business online. More to the point, they <\/span>want to continue doing business online<\/span><\/i>.<\/span><\/p>\n

The authors of the Bain report noted that the insurers who will be best positioned in the recovery period will be those who use a variety of channels, including digital ones. They\u2019ll show they can connect to policyholders and meet their needs.<\/span><\/p>\n

What tools can insurers use to create a better customer experience?<\/b><\/h2>\n

A cloud communications platform offers a variety of channels, giving policyholders the flexibility to connect to insurers on their terms. Additionally, it enables employees at insurance companies to seamlessly collaborate, which plays a role in a better customer experience.<\/span><\/p>\n

How can insurers leverage cloud communications to improve the policyholder experience? There are a number of ways:<\/span><\/p>\n