Customers expect more
From abandoned carts to very public negative comments it's clear that customers have less patience and expect simpler processes and faster support.
Customers want an effortless experience
Like every sector, insurance companies are finding customers to be more demanding, faster to switch and faster to complain publicly when things don't flow perfectly and meet their expectations.
Large forms are unexpected and daunting
When every website is aiming to simplify onboarding, arriving at a wall of insurance forms with confusing new terms is daunting. Getting help navigating that form is the difference between a new customer and a complaint.
Abandoned carts, social media complaints, CSAT scores drop
Customers are more likely to abandon forms to try a competitor they found in a comparison list. Their complaints on slow customer service are made on Twitter and Facebook directly. CSAT and NPS scores suffer accordingly.
The simple win for customer experience
If moments of bad customer service are rapidly publicised on social media, so are moments of unique and great customer service.
See what your customer sees. Instantly.
Upscope co-browsing allows your team to see what the customer sees in one click, without downloads and use YOUR mouse on their screen.
Change the stereotype of support.
Rather than questioning them on where they're stuck, you'll see what they see. You won't need to ask anxious clients to download software, it's instant. They don't need to expose their private desktop folders, it's browser based. It's support like they've never received before
An improvement in every major statistic
Instant and interactive screen sharing naturally has an impact on unit level economics and satisfaction scores.
Customers will complete forms 30% faster.
By seeing what they see instantly and navigating with them, you'll avoid having to guess at the problem or ask them to download screen sharing. Support sessions are 30% faster.
New software creates new habits. Supporting agents will spend more time using co-browsing to instantly help customers and customers are more likely to complete forms as a result. Form abandonment rates will fall, just as the speed at which forms are completed will increase.
CSAT and NPS scores improve.
When security conscious customers don't have to install screen sharing and instead get rapid precise visual support, you naturally get better NPS and CSAT scores as well as providing an overall improved customer experience.