Using A Chatbot For A Competitive Edge

As technology evolves, so do customers’ needs and expectations. Customers have gotten used to accessing customer service help 24/7. If they can’t get help immediately from one source, they will seek it elsewhere. In fact, research shows that if a customer does not get a response within 5 minutes, the odds of converting them into a lead is decreased by over 400%. This is important to remember for agents – it’s easy to lose customers if you aren’t available to them. It might seem impossible for you to provide round the clock service to each of your customers, but there is a way you can do it with the use of chatbots.

What Is A Chatbot?robot in a bubble with headset on

A chatbot is a software application that simulates conversation in an online chat. They can take the form of popups on a website, or be integrated into messaging applications so it feels like customers are chatting back and forth with a human. Some chatbots are so sophisticated that people aren’t even aware that they’re talking to a computer program!

Advantages Of Chatbots

sun and moon together with the words "24 h, 7 days" on it
Chatbots give you a competitive edge because they can provide 24/7 service.

Technology has really changed the way we interact with each other, and the way that we do business. Not all customers nowadays will expect (or want) face-to-face meetings or phone calls, and more than 50% of consumers are more likely to purchase something online if they can use some sort of messaging to contact a business directly. Customers have also become used to immediate replies to their inquiries. Chatbots are a way for you to provide this level of service. For example, since you are probably already using Facebook to get your name out there, you can use a chatbot that is integrated into Facebook Messenger. Customers can ask you questions via Messenger, and your chatbot will answer them instantaneously, even when you cannot be by your computer or on your phone.

Chatbots engagement can be highly personalized, and can even help you underwrite a prospect. Using them can make the process faster and easier. Chatbots allow you to:

  • Engage every customer on your site, increasing conversion rates
  • Collect customer feedback
  • Collect data to submit claims for policyholders
  • Quickly compare quotes for customers from multiple carries
  • Create a competitive advantage for yourself
  • Provide 24/7 service with a chatbot that answers frequently asked questions.
  • Offer a convenient way for customers to instantly contact you

    phone with a calendar open on the screen with different colored bubbles on dates.
    Chatbots can book appointments for you.

Chatbots can:

  • Answer general questions
  • Book appointments
  • Help process claims and follow up on existing ones
  • Accept payments from customers

We live in an increasingly technology-centered world, where everyone relies on quick answers through chats and text messages. Customers expect immediate help and often prefer to use digital messaging to contact businesses. Chatbots are a great way to provide immediate, 24/7 customer service, as well as a convenient way to get notified that a customer is ready to buy a plan. They can give customers the speedy service they are looking for, while giving you a growing customer base.

The New Norm: Digital Solutions To Help Customers Most Efficiently

The recent pandemic has wreaked havoc on businesses, forcing some to shut down, and others to find new ways of doing things. One way many businesses have adapted is by moving much of their work online and using Zoom or other digital tools to keep in touch with colleagues and clients. Not only have many businesses gotten used to this style of working, but many customers are beginning to demand it.

video conference on laptop

Digital Meetings

Just because we have been required to practice social distancing doesn’t mean that people don’t need help with insurance – in fact, they may need it now more than ever. People are looking for help protecting their families, businesses, and employees in these difficult times. The only difference is, now you need to offer prospects the option of meeting online instead of in person. Many prospects prefer to meet this way, and not just because of the recent pandemic: it has become clear to customers that digital solutions are not only faster, but are more convenient for them. Being part of this new digital normal means that you should:

  • Offer phone and video conferencing to sell insurance, or to help customers with any issues they are facing.
  • Communicate with potential customers through private chats and messaging, or calls if they prefer.

The Tools You Needphone apps with alerts on some.

There are a number of tools that you can use to better serve your customers:

  • Secured messaging and video applications such as Zoom and Google
  • A self-service portal for your customers to connect with you
  • Mobile apps for customer claims
  • Emails, chatbots, and call centers for your customer support

Maintain an Online Presence

person in front of a laptop with a woman on the screen showing projection numbers.
Host webinars and classes in order to keep people up to date on what’s going on in the insurance world.

Not only is having an online presence an excellent way to maintain relationships with existing customers, but it is also the most effective way to market yourself to new customers. Since you may not be doing anything face-to-face these days, make sure you’re consistently posting content and that you’re active on multiple platforms so you can get your name out there as much as possible. Some ways you can get noticed online are:

Make Sure You Are Cyber Secured

tablet with VPN on it

With so much business being conducted on the internet now, there is a much greater possibility of being hit with a cyber attack. Scammers will try to hack your business to steal identities and money. In order to protect both your business’ and customers’ personal information and data, make sure to use effective cyber security measures, such as a virtual private network (VPN).

Customers need your help during these crazy times, but they will most likely want it digitally. Even after all restrictions are removed, more and more people will want to avoid unnecessary face-to-face meetings and will probably prefer communication over the phone and internet. This means you will need to adapt and offer practical solutions for your customers. If you are used to (or have depended on) face-to-face meetings, the change might seem tough in the beginning, but you can do it! You know how to sell and how to market yourself, you just need to adjust to the new normal of digital business.


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