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Live Online Help Ensures Increased Customer Satisfaction

Insurance. It's risky not to have it. But if you're not offering live customer service through your website, especially when some of your competitors already do, you're risking the loss of business.

It's proven that website visitors appreciate the ability to chat with a live person if they need assistance. Provide Support live chat is your insurance against the loss of new and established customers due to lack of website support.

Live website chat allows your customers to check on status of claims, receive help in filling out applications, and find an agent in their area, all with the click of the mouse. The Live Help button on your website instantly puts your customers in contact with one of your operators or licensed agents. No one has to wait for an email response, and no one gets put on hold.

Provide Support does more than benefit your established customers - it's also a serious online sales tool. Agents and operators can proactively invite website visitors to chat. When website visitors want a rate quote or information on a certain type of coverage, they simply click on the Live Support button, and the operator and customer may communicate with each other in a private window via real-time text messaging.

Live chat speeds the flow of information between agent and customer. All information that can be given over the phone can be given to the customer more expeditiously during a live chat session. For example, operators can send the customers web pages that contain graphical information, such as driving directions to local agency offices and adjuster inspection sites. Pages with complex information such as policy specifics, coverage clauses, rate tables, can be readily shown. Forwarding such complex information via a chat session is much more practical and time efficient than explaining it all over the phone.

In the case of auto insurance, live chat adds a new dimension to customer service. An online customer, whose car has been damaged in an accident, can be sent to the web pages of preferred collision repair specialists, car rental agencies, or other firms with which your company has business partnerships.

Live website support projects a modern, professional image and shows that your agency is customer service oriented. The Live Help button shows prospective customers that a live person will be available to assist them with post-sale customer service issues. With Provide Support, both you and your valued customers are covered!

Key Advantages of Using Provide Support on Insurance Websites

  • Live Website Sales
    Swiftly answer questions from the occasional online visitor wants a rate quote right away or doesn't have time to wait for an email response.
  • Efficient Staff Multitasking
    One operator may assist several customers at the same time, decreasing telephone and material costs.
  • Simple Operator Interface
    The easy-to-use operator console can be quickly learned by everyday users; inexperienced computer users can become "online" after only a few minutes of familiarization.
  • Website Visitor Monitoring
  • The operator interface shows the country and city of origin of website visitors. Great for gathering statistical information on advertising campaigns.

Convenience for Both Agents and Customers

Provide Support allows your customers to check the status of their policies, inquire about additional coverage, change deductibles, see a list of items covered in a homeowner's policy, and get speedy answers to complex questions.

Agents can conduct multiple chats at once, and each chat takes place in a private window so only the agent and the visitor can see it. If an agent needs assistance, he or she may invite another agent into the chat or hand off the chat to a different agent.

Canned Answers to Save Time

Prewritten "canned" answers save time by giving instant responses to common questions such as "Where do I mail my premium to?" and "Where is your office located?" Using canned answers for such questions is much faster than repeating the same information in every phone call.

Chat Transcripts for Training and Quality Control

Transcripts of all chat sessions may be automatically sent any email address. Information from these chats can be used for quality control purposes, training new staff, and determining which information might need to be added to the website.

Personalize the Chat Experience for Each Agent

Each agent can customize the appearance of his chat window with a photo. The chat window may be customized to show company colors, logo, etc. Greetings and system messages may also be changed in accordance with corporate style. Agents may put their individual address into the system so that their customers can email them if they are not available for live chat.

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