Customer support tools can make or break your business.
The bad ones eat up your productivity.
They run slow or crash when loading an account. They even require a huge chunk of effort to navigate the system — who knew retrieving a client’s contact information could take up a good five minutes of your time?
The good ones are a different story.
They save time for everyone involved in the value chain. They reduce your clients’ emotional impact caused by the prolonged stress of filing a claim and raise efficiency as agents no longer have to waste their time on low-value tasks.
And these are just a few of the perks.
Customer Support Tools: How a Claims Leader Cracked The Code
It’s hard to find a customer support tool that fits your specific needs, and yet SAHOURI., an independent insurance broker based in Tysons, Virginia, has managed to solve the puzzle.
SAHOURI. partners with technology-focused insurance carriers that provide numerous mobile apps in their line of work. These apps are packed with a wide range of services, including one for filing of claims.
With these user-friendly apps, the insured can file their claims immediately. Uploading evidence like photos and legal documents directly into the portal is quick and easy.
This instant documentation enables a log of all documents for future reference across the company. It also increases the insurance firm’s claims processing speed by a mile.
Customer Support Tools: Fast And Customized Feedback Point
When SAHOURI. performed an in-house study on insurance consumer reviews — specifically one on insurance agencies — they discovered:
The average online rating is 3.8 stars, and over 70% of negative reviews are complaints outside the agent’s control (e.g., pricing provided by carriers).
This inspired the insurance brokerage firm to integrate a review option in their email signatures. A “Rate my service” link was added to their email signatures. Says CEO Michael Sahouri, this custom-built feedback tool acts as a “buffer” between the client and online reviews.
For a company that sends well over 100 emails a day, this is a brilliant move.
When customers click on the link, they’re immediately directed to a feedback form on its website:
Notice the second question, “Who assisted you?”.
It’s one of the customer support KPIs that SAHOURI. measures. It tells the insurance agency how they fare in their one-on-one client consultations.
Since integrating this review option with their email signatures, SAHOURI. achieves an above industry average rating of 4.7 stars.
There’s another huge plus on gathering customer feedback using this approach: It eliminates the need for unsatisfied clients to submit their negative reviews online.
“Each email sent is an opportunity for clients to provide feedback on the service they are receiving. They’re sending instant feedback and hearing back from a manager on the same day,” says the CEO.
Don’t have the technical resources to build your own customer support tools? There are plenty of tools out there in the market that solve your specific needs. Let’s explore how you can find one that works for your business:
How To Choose The Best Customer Support Tools: 3 Key Takeaways
1) Think About Integrations
Don’t get too hung up on features. Find a customer support tool that also provides integrations with the current platforms you’re using. Zendesk, for instance, is an incredible customer support tool that integrates with WhatsApp.
2) Align All Expectations
Don’t get a customer support tool that only fits your needs. Get a tool that accommodates both you and your customers.
If millennials make up the majority of your customers, you’d know it’s extremely likely they prefer to be contacted through personalized alerts.
According to Accenture, 80% of consumers are willing to share personal data for these alerts and quicker claims processing. Most of these consumers are made up of 18-34 year-olds.
Don’t forget about your employees, too. As you go through these technological changes in your search for these tools, look into new ways to retrain and empower them.
3) Focus on a Feedback-Driven Platform
In your search for these tools — whether it’s a self-service platform or one with omnichannel capabilities — make sure it comes with customer feedback features.
See to it that clients have the opportunity to voice their concerns or displeasure at every touchpoint of the claims journey.
The quicker you take accountability and resolve conflicts via your customer support tool, the deeper the relationship you make with your clients.
The Best Customer Support Tools Make Virtual Conversations Into a More Human One
You’ve learned the key takeaways on finding a great customer support tool — all that’s left is for you to take action.
Take advantage of the demos and free trials these tools offer.
If you find it helps you to move fast while delighting your agents and customers, that’s how you know you’ve got a winner.
Ready to get started right away? Request access for Wavecell Connect here