Today, many life and health insurance companies are asking their prospective and current policyholders to not only fill out applications online, but to complete service, claims and other forms. But even with the most comprehensive Web site – and an increasingly Web-savvy customer base – personal interaction may still be needed.
Co-browsing technology provides a service alternative by allowing the policyholder and the advisor or customer service representative to literally be on the same page when a question arises. This personal contact, provided on an as-needed basis, increases first-call resolutions, enhances sales conversion, and improves customer satisfaction while decreasing call handling time and abandonment rates. This interaction allows agents to develop and sustain excellent relationships with their clients.
It works like this. When a Web site visitor selects a “CLICK TO SHOW” button, within seconds, the representative can view the consumer’s screen, keeping the agent and the customer, literally, on the same page. The advisor can then assist the visitor with the purchase process, guide the prospect through the application form, ensure the appropriate product choice and provide relevant cross-sell and upsell opportunities – all while helping to educate consumers about online self-service. This is done with comprehensive privacy controls in place, and provides access to only that information needed to complete the process.