Can the health insurance chatbot help you ease customer service bottlenecks? 🤔
The end-of-year and beginning-of-year periods are often difficult for the customer services departments ofinsurance and mutual organizations. Demand increases dramatically, and resources inevitably become limited.
Don't panic! The chatbot comes to your rescue to cope with this high demand.
In this article, we'll take a look at how ahealthinsurance chatbot can help to ease customer service bottlenecks during the peaks at the end and beginning of the year.
Chatbot: the solution to unclogging your customer service department during the end-of-year and beginning-of-year peaks?
At the end and beginning of the year, customer service is under heavy pressure as requests for information on services and direct billing increase.
At tolk.ai, we see an average growth of+40% in conversations with our insurance customers. This growth can even reach +100% for some companies 🤯.
They therefore have no choice but to find an effective solution to meet their customers' needs.
Fortunately, chatbots can be a very useful solution for answering customer queries and relieving congestion in your service department.
In fact, since they can be programmed to :
- Quickly answer routine and complex questions without having to call in a member of staff or a qualified representative.
- Provide customers with 24/7 support, enabling us to respond to requests in record time (at tolk.ai, we note that 1/3 of conversations are conducted outside customer service opening hours).
What's more, chatbots also enhance the customer experience by offering personalized service tailored to individual needs. They can be integrated into the ecosystem of customer tools, such as a CRM, to recognize the user and offer personalized solutions. This helps to improve the customer interaction process and enhance policyholder autonomy.
Finally, chatbots developed on the tolk.ai platform offer a versatile configuration that can be easily adapted by the business, in full autonomy thanks to 100% no-code interfaces.
A godsend when you consider how complex some chatbots can be to set up and manage 😩 or enrich.
It's clear, then, that chatbots are a powerful tool that can facilitate the work of customer service by supporting them and relieving them of time-consuming, non-value-added tasks.
They not only automate complex tasks, but also enhance the customer experience by offering personalized service and a variety of intuitive features to ensure customer satisfaction. A
What are the advantages of chatbots in the health insurance sector?
Chatbots can facilitate communication between you and your customers, while reducing the time and cost required for each interaction. They are designed to learn as customers interact with them, and update their functionality accordingly.
Managing routine tasks
When a chatbot is integrated into your customer service department, it can be configured to handle many common tasks. For example, a chatbot can be programmed to answer frequently asked customer questions and provide immediate information.
This is the case ofEntoria, a wholesale broker in Personal Insurance, which has managed to filter requests thanks to the chatbot and reduce incoming calls to customer service by 80% 👏.
Learn more about Entoria's experience with tolk.ai's chatbot.
Managing complex or specific tasks
Chatbots can also be configured to perform specific tasks such as :
- Open and manage support tickets, identify customers,
- Management of invoices and payment schedules,
- Reminder of insurance contract expiry dates,
- Modifying, downloading or duplicating a third-party payment card.
But that's not all: a chatbot can support several different languages, making it easier to communicate with international customers.
Multitasking and intelligent
An insurance/mutual insurance chatbot is capable of handling multiple requests simultaneously, which means it can manage several conversations with different customers at the same time, without compromising the quality of the service provided.
This enables companies to provide faster, more reliable support to their customers during the peaks at the end and beginning of the year.
What's more, when properly configured and integrated into an existing system, they offer users a consistent experience with a variety of additional features such as :
- Machine translation
- Instant access to personalized content,
- Anticipate ancillary questions in response to a specific answer.
Although the personalized content in question is often available via the policyholder area, automation enables the policyholder to access this content easily and directly.
With these considerable advantages, it's clear that chatbots are an excellent choice for improving your customer service during seasonal peaks.
Connect your business APIs for even more personalized health insurance chatbots?
tolk.ai provides you with an API Manager to help you customize and enhance your customers' experience. The API Manager is an interface for adding and configuring connections with external tools and your tolk.ai assistant.
Your chatbot can therefore be programmed to connect to various back-end systems to quickly search for the information customers need.
The customer can then, as he would in a free discussion with a customer service agent, request any information, personalized or not, simple or complex, and obtain a personalized, contextualized response, integrating information managed by your business applications.
Magic, isn't it? ✨😍
In conclusion, using a chatbot in the health insurance sector is an excellent way to automate and unclog your customer service department during the peaks at the end and beginning of the year.
They are designed to learn as your customers interact with them, so you can constantly adapt the way they answer common questions or provide specific information.
Keep in mind that good customer service means satisfied, loyal customers! 😉 So what are you waiting for to set up a chatbot with tolk.ai ?
Test the power of our chatbot now by booking a product tour today.
