Insurance Customer Experience Management has Evolved
We are WOW’ed to be recognized by Insurance CIO Outlook in their annual listing of Top 10 InsurTech startups that are impacting the industry. See what they wrote for the October 2019 digital magazine:
In the wake of new technologies and automation, insurance companies’ customers are a proven marketing asset that drives new businesses and top-line revenue. In a 2018 KPMG report, customer satisfaction and retention were predicted as the key enabler to success—more than operational efficiency. This is especially true in today’s online world, where the customer is king, and their reviews on social media can negatively impact a company’s reputation if not managed proactively.
To help insurance companies turn the Voice of their Customers (VOC) into their #1 marketing tools, California-based SocialSurvey offers an automated platform that improves online reputation, monitors social media activity, and helps them win locally on sites like Google.
“Our ultimate objective is to use the voice of the customer to engage employees and turn customers into their most valuable marketing asset,” said Scott Harris, CEO of SocialSurvey.
SocialSurvey’s platform provides a unique, result-driven solution that yields powerful CX insights. It connects to the insurance company’s point of sale, then surveys their customers and automates feedback, subsequently sharing the VOC on many social media platforms. In the case of negative feedback, SocialSurvey automates much of the complaint resolution process wherein the issue is escalated on the platform, through which insurance companies can resolve the issue to power better Customer Experiences (CX).
SocialSurvey also gives enterprises the control to manage their online presence with accurate public data like name, location, and phone data on over 100 search engines, maps, and business directories. The enterprise can add rich content like hours of operation, photos, and videos to successfully boost online reputation and the overall SEO. The platform also empowers insurance companies to win more local business by getting local customer reviews on social platforms, including Google My Business, Facebook, Twitter, and LinkedIn.
What sets SocialSurvey apart is their ability to give the complete top-down control to the Insurance Company, while powering the reputation of the individual agents and locations online. Insurance companies can manage their VOC, complaint resolution, business information listings, and can dominate online from the single top-down white-labeled workflow engine.
SocialSurvey’s unique capabilities reflect best through customer success stories. One of their customers with 1,200 frontline agents was struggling to manage their reputation, as well as collect customer feedback. Before SocialSurvey, they had around 500 Google reviews across 180 locations and fewer than 3,000 reviews in total. SocialSurvey created 8,000 more reviews on Google and achieved over 70,000 reviews in total, which were shared socially over 500,000 times in the first two years of working with them. This helped to grow their business by more than 14 percent.
“We keep improving our platform to make it more automated and effective,” Harris said. “By adding more integrations for automating the collections and sharing of reviews and data will help our customers win in a very crowded insurance marketplace.”