Deliver rapid response to customer demands while reducing costs with Nuance

The next wave of customers will place new demands on the insurance industry. The new generation of buyers is tech-savvy, accustomed to speedy service that the Internet and other technologies provide and expecting product feature and price transparency for comparison shopping. As a result, they will want faster turnaround times and greatly-expanded self-service capabilities.

To respond to these demands, insurance companies will need to minimize data entry for salespeople, simplify processes, find ways to make fees and compensation more visible and identify ways to increase and improve self-service tools. However, new IT investments to meet these goals must also have a clear ROI in order to lower operating costs in the long run.

A recent study showed that the most common channel for customer interactions in the insurance industry is the telephone; however, touch-tone solutions can be inadequate for providing complex self-service tools such as filing a claim or changing beneficiary information. This could have a negative impact on customer satisfaction, which is a critical factor in customer acquisition retention for this industry.

Insurance companies must identify opportunities to enhance self-service and speed customer interactions. With the right investments, operational costs can be significantly reduced and customer satisfaction improved.

Nuance provides the insurance industry with automated interaction solutions that speed, simplify and enhance customer service; yet also drive down operational costs.

Using Nuance’s advanced speech recognition technology, insurance companies can more efficiently manage inbound calls by letting callers say what they need, authenticating callers with the sound of their voice and providing a full range of self-service features. Callers can, for example, easily obtain rate quotes, initiate enrollment, get or change policy information, pay bills, file a claim and get claim status. Speech recognition enables a natural conversation flow, reducing the perception of using an automated system and improving customer satisfaction.

Insurance companies can also improve customer communications with Nuance’s automated outbound alerts using voice or SMS. Notify customers about recent or overdue payment, filed claims, paid claims, and missing claim information. Enable customers to quickly react by re-connecting them to inbound self-service channels.

Nuance also provides the tools you need to analyze your customer interactions and identify opportunities for performance. We can help you synthesize data from multiple sources to develop data-drive optimization plans to improve the overall customer experience

Our services team helps make all this happen. Experts in systems integration, user interface design, speech recognition, application development, and analytic systems, they help ensure that your customer’s experience doing business with you exceeds their expectations.