Media-Insert Communications

Media-Insert Communications

The blog of Media-Insert Communications – featuring freelance P.R. and journalism links to the work of Graham A. Jarvis.

Editing, Journalism, Copywriting, and Public Relations

Category: Business Process Automation

  • Essential: Mapping the customer journey Confidence, customer satisfaction, business process efficiency and the speedy resolution of customer queries begin by mapping the customer journey. It requires the analysis of how customers interact, why they interact, and how they go from the start of conversation through to the resolution of their query – which could be…

  • With automation, insurers can have more conversations with customers. Million says, “When it occurs on the phone, they can have only 1 conversation at a time, and with automation the number of conversations is unlimited.” Automation, therefore, permits insurers to increase the number of conversations they have with more customers, this is critical for claims…

  • Customers should be able to use the technologies they are comfortable with, and so insurers should allow them to communicate and interact with them through their preferred channels, and in a way that adds value. This may be by phone, by email, interactive voice response (IVR), web forms, chatbots, live chat, or via a combination…

  • A Spixii white paper, ‘How to enhance insurance with automation of conversations and processes’ explains the drivers for self-serve and says there is much external pressure being placed upon insurers to innovate, combined with growing customer expectations. This is pushing insurers to improve their traditional customer-facing process. The report adds: “Once sufficient in the analogue…