Their is no question, the fastest way for an agency to realize increased productivity and return on investment in a website is by providing substantial on-line customer service information and tools.
Each Agency WebSuite site includes a base customer service module with the claim, change and customer service forms shown below.
What makes our forms unique is they are not a simple form-to-email, but rather they can be viewed as completed online. This is accomplished by storing form results in the form database and recreating them when viewed. Not only are the forms easier to use and manage, but provide an essential E&O protection as the agency can recall any form submitted from their website in the event the notification email was ever accidentally deleted or spam-filtered.
Base Customer Service Module
The Base Customer Service Module provides a simple interface listing the customer service and claims forms available. It also provides a list of carriers represented with phone numbers or links for customer service, claims and billing.
CSRWorkz is a Dynamic Service Module that provides an interactive and more intuitive service experience for the customer.
When the customer comes to the page they are asked to select which carrier they are insured with. This selection then takes them to a "mini-carrier" website within the customer service page. The agency has the ability to not only list phone numbers and links for the carrier, but to provide the customer with specific instructions on what to do and/or expect in the event of a claim, billing, customer service, certificates or proof of insurance and more.
Since each carrier has different procedures and different online tools, it not only tells the customer who to call or where to click, it also answers the "what will happen or what if" types of questions. For example, some carriers you may only refer customers for claims and the agency handles everything else, thus you then pass them through to the customer service forms available or perhaps your contact page.
While you know what to do with each carrier in each situation, you customer does not. CSRWorkz empowers them to get the right information to the right place while saving you time and money. Think of it as a Knowledge Base of procedures for carriers that your customers have access to. More ideas on maximizing your CSRWorkz module continued below.
Ideas for Maximizing Your CSRWorkz Customer Experience
- Link to article explaining duties on preventing further losses.
- Provide locations and map links for drive in claim centers.
- Provide state information regarding certain licensing such as contractors and how it affects certs.
- Provide links or address/contact information to approved glass shops.
- Provide links or address/contact information to water or fire damage restoration providers.
- Provide billing and payment options by carrier.
- Link to forms needed to change billing options or signup for automated checking draft.
- Link to a form that tells the customer information need from mortgagee if re-financing home.
- Link to where the customer can make a local police report for a theft or auto accident.
Their are many ideas depending on the individual agency and the carriers they work with. The strategy is simple, drive customers to the site for service, and then provide information that results in additional sales, productivity or E&O Risk Management for the agency. |
