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Customer Experience Design to Drive Better Conversion

Building a solid customer experience design is critical in staying ahead in the competitive insurance industry. Insurers need a seamless customer experience where customers convert and purchase insurance policies. Here are some of the current customer experience design trends in the insurance industry.

AI for Customer Service

In the current insurance industry, customers are looking for proactive companies that are responsive to their immediate needs. An insurer needs to meet customer’s desire to get instant feedback. Artificial intelligence (AI) technology improves customer service by offering personalized real-time feedback.

AI makes the digital customer experience seamless by enabling insurers to be available to their prospects at every stage of their policy purchasing process. This highly increases conversion rates as a result of instant feedback to customers. AI chatbots help to uncover a user’s intent via a series of questions tagged with specific trigger words. Thus, the use of AI in the insurance industry boosts customer experience and improves conversion.

Predictive Analytics

Insurers have gained access to important customer data that helps to improve customer experience and conversion rates. Predictive analytics makes it possible to predict customer needs by utilizing previous data about customer purchase behavior. The use of predictive analytics has made it possible for insurers to deliver personalized customer experiences.

When an insurance company applies predictive analytics, it dives deeper into data that helps to target the right customers and provide personalized service and recommendations. Therefore, insurers are easily generating future insights, forecast trends, and behaviors with significant accuracy by utilizing predictive analytics.

Omnichannel Customer Experience

Insurance companies are focusing on omnichannel delivery to provide their customers a uniform experience across different touchpoints. Customers are likely to have multiple touchpoints to contact your business and still expect their journey between each touchpoint to be seamless. For instance, customers may start interacting with an insurance policy on Facebook and continue the interaction on the insurer’s website. Their experience on both of these platforms should be uniform and seamless.

Insurance companies should implement a customer experience design across multiple integrated channels where their prospects already are. Enabling uniform customer experience across multiple marketing channels builds brand consistency, loyalty, and improves conversion.

Use of Machine Learning

Machine learning usually automates analytical model building through data analysis. It also creates the ability for computers to discover customer characteristics without being programmed where to look. This results in better customer service and improved product search. Machine learning makes it possible for Insurance models to produce reliable, repeatable decisions, and results. Thus, the use of machine learning in the insurance industry has become key in improving on-site merchandising, customer experience, and conversion rates.

Augmented Reality Enriching Customer Experience

Many insurers are increasingly adopting the use of the Augmented Reality (AR) trend to better customer experience.  Augmented Reality helps both online and offline businesses to enhance the way they interact with customers. With AR, insurance companies can make training programs quicker and more efficient. Through interactive apps, AR can be used to provide a good impression of an insurance policy. This means that an insurance company can use AR to train customer service agents on how to market their policies better to customers and consequently increase conversion.

Video Marketing Strategy

Video marketing strategy is highly engaging in every stage of the customer journey. Videos usually help customers to understand different types of insurance policies better and consequently result in higher conversion rates. This strategy also helps insurance companies during their initial phases of a marketing campaign and supports the smooth transition. Marketing videos should resonate with potential customers on a personal level and provide beneficial information. Also, videos should include a psychological trigger that improves customer experience and encourage customers to convert.

Now that you know some of the current customer experience design trends in the insurance industry, let us know how we can help you to boost your customer experience and improve conversion. Reach out to us today to learn more.

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