Strike While the Iron Is Hot: Leveraging Memorable Moments to Boost Customer Experience (CX)

There’s a lot of wisdom in the old saying “timing is everything.” Often, it’s not what you might ask for – it’s when you decide it’s a good time. For example, anyone who shares a household knows to wait until their partner is “in a good mood”, i.e. not stressed or anxious about something, to bring up holiday plans with the in-laws, for example. Kids somehow figure this out early, waiting until all seems calm on the parental front for an opportune moment to ask if they can use the car to go to a party.

This notion of leveraging good timing rings loud and true in the customer lifecycle of an insurance policy. Insurers should realize there are pivotal moments for their customers, rather than trying to connect over stretches when nothing is happening. Let’s take a closer look at a couple of these pivotal interaction points:

1. Claims: After the policy becomes effective things are basically dormant and quiet until there’s an unpredictable event that triggers the claim process. Most people don’t even think about their policies; they’re in the file-it-and-forget-it category, like their vehicle registration. So when something does happen, insurers must be prepared to swoop in and maximize the timing. Claims usually only happen when a “negative” incident happens in the life of your customer. Being available, showing concern, empathy, and personalization while making the process easy and stress-free can drastically create a sense of customer loyalty.

2. Policy Issuance: Typically, the first window of opportunity to offer effective customer experience actually begins when they purchase their policy. When a customer needs an insurance policy, the agent, as the salesperson, must leverage the critical interaction moment with an efficient application and intake process. Simplify how easy it is for your customers to do business with you by accessing information about them without requiring them to repeat it and by taking this interaction point to educate them on options, coverages, and services you provide, and then tailoring the product for them is key.

Being prepared to leap into action isn’t just a good preventative practice, but provides a built-in safeguard from wearing out your welcome. When customers receive too much information and auxiliary offers that are just noise, they often react by tuning out. Leveraging timing, and responding with useful help in those crucial moments of need, boosts customers satisfaction and fuels a better customer experience, which leads to the ultimate goal of customer retention.

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COVID-19 update

The spread of COVID-19 continues to evolve and in this context, we wish to inform you that Xpertdoc is closely monitoring the situation and would like to inform you of the measures taken by our team to support its employees, customers and partners.

We do not foresee any impact on the delivery of our services and want to assure our customers that we are executing our continuity plans in order to ensure that our customers continue to receive our services without jeopardizing the safety and security of our personnel.

In accordance with the recommendations of government authorities, here are some of the measures being taken by Xpertdoc:

Remote work for all employees
Arrangements have already been made and we have requested that all our employees work from home. Our continuity plan includes a full deployment of remote work arrangements to ensure uninterrupted service to our clients and partners.

Hosting and cloud services
We have been assured by our suppliers that there are no known impacts to these services, and we are confident that we are able to effectively manage the delivery of our cloud services to all our customers.

Travel
We have cancelled all business travel until further notice for all our employees. If employees have or will travel for personnel reasons, they will be asked to respect the quarantine delay before participating in any business activities.

Events and gatherings
All our events have been postponed or cancelled. Our employees are no longer allowed to participate in any events, seminars or gatherings.

We are committed to providing the best possible service to our customers and partners, to ensure that you can continue digital communications with your own audience. In these critical moments if we can help please do not hesitate to contact us.

Regards,

The Xpertdoc Team

Mise à jour sur la COVID-19

La propagation de la COVID-19 continue d’évoluer et, dans ce contexte, nous souhaitons vous informer que Xpertdoc suit de près la situation et que notre équipe a pris des mesures pour soutenir ses employé(e)s, clients et partenaires.

Nous ne prévoyons aucun impact sur la prestation de nos services et voulons assurer nos clients que nous mettons en œuvre notre plan de continuité des affaires, afin de garantir que vous continuiez à recevoir nos services, sans compromettre la santé et la sécurité de notre personnel.

Conformément aux recommandations des autorités gouvernementales du Québec, voici quelques-unes des mesures prises par Xpertdoc :

Travail à distance pour tou(te)s les employé(e)s
Nous avons demandé à tou(te)s nos employé(e)s de travailler à domicile. Notre plan de continuité des affaires comprend des arrangements de travail à distance pour assurer un service ininterrompu à nos clients et partenaires.

Hébergement et services infonuagiques
Nos fournisseurs nous ont assuré qu’il n’y avait pas d’impacts connus sur les services d’hébergement et infonuagiques. Ainsi, nous sommes convaincus d’être en mesure de gérer efficacement la livraison de nos services infonuagiques à tous nos clients.

Voyages
Nous avons annulé tous nos voyages professionnels jusqu’à nouvel ordre, pour tou(te)s les employé(e)s. Si des employé(e)s ont voyagé ou doivent voyager pour des raisons personnelles, il(elle)s seront placé(e)s en quarantaine pour une durée de 14 jours, avant leur retour au travail.

Événements et rassemblements
Tous nos événements ont été reportés ou annulés. Nos employé(e)s ne sont plus autorisé(e)s à participer à des événements, séminaires ou rassemblements.

Nous nous engageons à fournir le meilleur service possible à nos clients et partenaires, afin de garantir que vous puissiez continuer vos opérations sans interruption. Dans ces moments critiques, nous sommes là pour vous aider. N’hésitez pas à communiquer avec nous si nécessaire.

Merci,

L’équipe Xpertdoc