Having exceptional customer service isn’t reserved for typical B2C companies. In such a tumultuous and often scary industry (for consumers, at least), insurance companies and agents must also take a close look at how their customers are perceiving the assistance they are getting. Understanding is also a huge part of this customer experience. Why? Because insurance is complicated.
Improving Insurance Call with Decision Tree Scripts
For many insurance companies, automation is an angle that’s gaining traction for providing more streamlined and consistent customer service. Our partnership with EasyInsuranceScripts.com is a great example of how decision trees are being used to simplify.
Simply put, Ted Baker, the Founder of EasyInsuranceScripts.com, envisioned a more streamlined way to improve how independent insurance agents were being trained, guided through complicated conversations and policy selections, and processing claims. In an industry with so many small, yet important, details to be understood, these conversations and processes can become intimidating very quickly.
With our own knowledge and experience in simplifying the complex, we knew decision trees would be an ideal fit. Joining forces between Zingtree and EasyInsuranceScripts.com has allowed Ted’s services to offer the most comprehensive set of resources for independent insurance agents as a result.
“It’s amazing that I’m able to automate all of this for independent insurers,” says Ted. “For me, the ROI of decision trees is immediate. Introducing standardized decision tree scripts for insurance has allowed the insurers in my network to really thrive. With scripts for guiding conversations, interactive trees to train new agents, and the reporting that comes along with it, agents are able to provide a better customer experience that’s consistent and informative.“
Hard Numbers: Where the Data Fits In
While each insurance agent or organization may have varying experiences, industry knowledge is key in understanding how much this kind of customer service and care matters for insurance. McKinsey recently published an article on how focusing on improving customer experience has a direct effect on growth and profit in the insurance industry:
McKinsey’s global research across industries shows that improving the customer experience can do far more to drive profitable growth than raising advertising spending or lowering prices. Some executives may still see insurance as a low-engagement, disintermediated category, but analytics prove that in an industry where profits are highly concentrated, leading carriers are delivering customer experiences that inspire loyalty and attract new customers frustrated by their experiences with their current carriers.
Here’s a handy chart that helps to summarize how insurers must improve the customer journey:
A typical insurance carrier today delivers customer experiences via separate functions (marketing, distribution, underwriting, claims), using a website, sales call center, service department, and so on, most managed by different executives with different goals and metrics. This structure may have its purposes, but it overlooks the fact that from the customer perspective, the experience is often a single journey.
Real-World Example: Decision Tree for Insurance
Here’s a sample tree, derived from one of the Easy Insurance Scripts trees: