Is your CAT plan hurricane proof?
The major influx of calls before and after a natural disaster is the reality of most of the carriers in the US. Struggling to meet the demands of clients with unscalable technology solutions that damper the customer experience your clients deserve.
At Claimbot, we believe that our self-service solutions can help your company withstand any natural disaster at scale.
To support your CAT plan, Claimbot launched proactive messaging capabilities. An agnostic outreach tool for your non-technical customer support team that reduces hold times and streamlines communication during surge events.
What is proactive messaging and how does it work?
Proactive Messaging is the action of anticipating a customer’s needs while also providing a solution that enhances the customer’s experience.
Insurance carriers can benefit from Claimbot’s proactive capabilities before, during and after surge events using API bulk notifications and personal notifications.
Connect with your customers before a surge event
API Bulk Notifications
Claimbot’s API notifications are ideal to notify insured customers that their insurance company is standing by. Take a look at the following example.
A hurricane warning had been issued to impact the East coast of the United States. In response, insurers have opened more phone lines and increased the customer service personnel to manage high call volume. An unscalable and passive approach to serve your customers.
While your agents handle calls, Claimbot is already one step ahead communicating with hundreds of customers at the same time.
How does it work?
Claimbot integrates to your core systems and intelligently scrapes the list of clients who are most likely to be impacted by the storm. Our platform can programmatically manage that list and trigger an automatic SMS notification or email with a link to Claimbot’s virtual assistant. Every client in the storm’s path receives a text from the insurer guiding them on how to get help before the storm.
Claimbot also supports personal notifications for whenever your support team needs an individualized communication.
John is an insurer who received the SMS notification prior to the storm. He experienced property damage and wants to start a claim. John simply opens the link the insurer had sent before the storm and began the claims process through the virtual assistant.
Without hold times, and no hassles. John was able to submit:
Zilker Insurance’s customer support team noticed that John had initiated the claim process with Claimbot, but he is only missing one step: photos of the damages.
To re-engage with John, a customer service representative selects a pre-configured task using Claimbot’s dashboard and immediately sends John a personalized text message to help him complete the process exactly where he left off.
Why use Claimbot’s Proactive Messaging?
Claimbot’s proactive messaging was created with an insurance focus and their customers in mind.
Reduce hold times during surge events, allowing representatives to focus on high profile requests.
Support your customers : Divert from support tickets to actionable tasks that show your customers their insurance company is there for them.
Anticipate Customer’s Needs: Be proactive. Give your customers what they need, before they ask for it.
Deflect calls: Delight customers with self-service options that at the same time support your customer service team.
Get the right data: Avoid disparate systems and adopt end-to-end data consistency.
Want to learn more about other ways you can implement proactive messages with payment, roadside or quote requests?
Contact us to schedule a demo.