Implementing a multichannel approach to customer experience is a continuous project for the modernizing insurance firm. With offline interactions yet to rebound since the pandemic drove consumers online, "low-code" digital tools are simplifying CX management and providing consumers more self-service capabilities.
Customer journeys are increasingly digitized, and low-code and AI-powered platforms can be deployed to spin up virtual agents and build websites and digital applications, among other uses. While the insurance industry has been slow to adopt self-service capabilities, potential improvements to digital experience beyond the more traditional live agent chat or phone call can place more power in the hands of customers.
Low-code tools require little technical expertise to use, allowing those without a development background to play a role in the rollout and improvement of digital experiences. Take, for example, a platform managing a customer-facing virtual agent. With a low-code platform on the back end, employees from different specialties and points across the customer journey can more directly provide input on the agent’s capabilities, subject matter expertise and position in overall CX. With technical barriers reduced, an enterprise can devote more resources to ideation and improvement.
Low-code customer service tools unlock more for firms than just saving time and resources. Maintaining customer satisfaction is a continual process, and seeking out channels that can quickly respond to and source feedback is most effective. With fewer barriers between ideation and deployment, firms can devote resources to improving customer journeys, which includes fine-tuning self-service capabilities.
See also: Unlocking the Power of 'No-Code'
Seeking Continuous Improvement to Empower Customers
Still, when it comes to adopting self-service, there is more that can be done. Improving a multichannel strategy requires a deeper examination of service flows, compiling details related to how frequently customers encounter barriers and pain points. And, despite the opportunities in self-service, research from Gartner underscores the need to allow for a smooth transition to a live support agent.
Taking a more responsive and agile approach to customer experience improvements, especially across channels, can feel like an immense undertaking. When using low-code platforms, where possible, teams can access additional resources without increasing their overhead, and develop more value for customers. If agents are saved time, their satisfaction with their roles can increase, just as a set of customers may be pleased to find an account-specific function that can now be done in less time and with more ways to do it.
Depending on the type of end-implementation, a low-code platform can also aid data collection, generating easy-to-digest suggestions to improve query resolution and real-time feedback on customer sentiment.
In the end, unique factors to both the contact center and the insurance industry require critical considerations to improve efficiency and customer satisfaction. A technical approach can be varied in its objectives, but placing emphasis on improving staff and customer experiences can enable more positive outcomes.
Low-code tools represent an opportunity to increase self-service functionality while encouraging firms to be more responsive in how CX is managed.