Lightico

FEBRUARY 22, 2024

The Challenge of Manual Document Handling in Insurance The insurance sector has grappled with customers submitting vast volumes of documents and images, as part of critical insurance activities such as underwriting, policy servicing, and claims processing.

ML 52

ML Machine Learning Compliance Customer Satisfaction 52

Beyond Philosophy

NOVEMBER 11, 2021

Somebody hit my car, and I had to make a claim on my Direct Line auto policy , one of the UK’s largest insurance companies. So, we dug a little deeper and found out that the employees weren’t taking management seriously about this new policy, so they hadn’t used their empowerment.

Social Media 153

Social Media Start-ups Gaming Customer Service 153

Fonolo

OCTOBER 6, 2022

Separate short- and long-term absenteeism. Martin Jukes at Mpathy Plus recommends breaking the absence rate into two categories: short-term and long-term. Short-term absenteeism consists of absences of up to five consecutive days. Any absences beyond that would be considered long-term absenteeism.

Contact Center 81

Contact Center Customer Satisfaction Start-ups Technology 81

Zendesk

MAY 27, 2022

As a service-first company, we update our terms and policies on an annual basis, driven by customer feedback, evolving legal standards, and product updates. If you would like more information about our legal terms, please visit our Agreements and Terms Website. A summary of the key updates is below.

Legal 98

Legal Compliance Customer Feedback 98

Lightico

DECEMBER 20, 2021

And as insurance consumers, we now expect to intuitively engage an insurer or broker and on our mobile phone – be it to apply for a new policy or to file a claim for benefits. of insurers, brokers and agents indicated that new policies are completed using a mobile app. Insurance professionals across the U.S.

Hospitality 98

Hospitality Hospitality Start-ups Sales 98

Beyond Philosophy

NOVEMBER 30, 2023

This situation can lead to policies and procedures that conflict between the groups. One of the best things I ever did in my corporate role, where I oversaw the experience program, was to get somebody from the finance team to sit in on my meeting to qualify everything we did in financial terms.

Legal 78

Legal Finance Net Promoter Score NPS 78

Help Scout

APRIL 29, 2021

It develops organically in response to the decisions, behaviors, and policies of the people in the business. It shapes the whole attitude of the company, and over time that will lead to different decisions and different long-term outcomes. Delivering real value is the path to long-term success in a service role.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

ClearAction

JANUARY 8, 2024

Do they see the consequences of their mis-coordination in terms of squandered potential for their budgets and compensation? Support Functions ) Reduce or remove policies and processes that stand in the way of maximizing value to customers and minimizing waste. (Otherwise, you’re in a Ponzi scheme.)

Customer-Centric Organization 62

Customer-Centric Organization VOC CX Customer Loyalty 62

SurveySensum

APRIL 22, 2024

Following are a few impacts of cybersecurity policy awareness: 1. When done in the right way, it promotes long-term trust and protects sensitive information from malicious attacks by scammers and cybercriminals. These are some essential key considerations to implement at a glance.

Compliance 52

Compliance Customer Feedback Government Start-ups 52

Beyond Philosophy

MAY 7, 2020

Cable companies are long-term relationships, contractual even. Employ policies that help customers to feel ownership of your service. Don’t annoy current customers with your new customer acquisition policies. However, having a stronger relationship with the cable company could benefit them.

Customer Acquisition 175

Customer Acquisition Start-ups Transportation Sports 175

Zendesk

JUNE 1, 2021

As a service-first company, we update our terms and policies on an annual basis, driven by customer feedback, evolving legal standards, and product updates. If you would like more information about our legal terms, please visit our Agreements and Terms Website. Privacy Policy. A summary of the key updates is below.

Legal 52

Legal Start-ups Customer Feedback 52

CallCare

MAY 4, 2023

What is a disaster recovery policy? A disaster recovery policy contains two key components. However, the two terms don’t quite mean the same thing. But the key to developing a robust policy is to get the core essentials in place. This is why proactive thinking is so important when developing your policy.

Start-ups 52

Start-ups 52

Lightico

NOVEMBER 3, 2021

Insurance customers in recent years have become used to quickly and intuitively engaging their insurer or broker and transacting business on their mobile – be they applying for a new policy or looking to report and resolve a claim. Just as surprisingly, only 16% indicated customers open a new insurance policy using a website.

Contact Center 52

Contact Center Touchpoint Hospitality Hospitality 52

Zendesk

JANUARY 24, 2024

Share essential information regarding company policies, procedures, and compliance requirements so new hires clearly understand the work environment. This challenge can lead to delays in the onboarding process, hinder the understanding of company policies and procedures, and frustrate new hires.

Compliance 59

Compliance Start-ups Legal Construction 59

TeamSupport

NOVEMBER 11, 2020

Define service sales policies and processes to enable rapid, accurate service quotes based on customer needs and aligned with established pricing and policy guidelines. Generate and send proposals based with customer-specific inputs, appropriate terms, resources, and pricing. Deliver Quality Service Outcomes.

Engineering 98

Engineering Education Sales Technology 98

CSAT.AI

APRIL 21, 2022

Policies are important to business. As they grow, clear policies help define brand, develop customer experience (CX) and assist companies to scale. Policies and Powerlessness. Policies are necessary for consistency, brand building, and QA tracking. When employee needs are at odds with company policy problems arise.

CX 52

CX Customer Service Gaming AI 52

Zendesk

FEBRUARY 2, 2022

Try to avoid negative terms like never, don’t, and no. Equipping them to handle upset customers means making training a priority—both around good customer service techniques and company policies so they feel empowered to help, or to draw the line. Make sure this policy is clear to customers, too. Offer a discount or refund.

Healthcare 97

Healthcare Start-ups Customer Service 97

SurveySensum

JANUARY 9, 2024

Now, let’s imagine another scenario where an agent received a call from another customer who wanted to know about the return policy of one of your products as she was not able to return a certain product. This could result in short-term gains but neglect the long-term goal of building meaningful customer relationships.

VOC 52

VOC Scorecard Construction Customer Satisfaction 52

Callminer

FEBRUARY 12, 2020

Implementing a superb training protocol within your company can prove invaluable to its long-term growth and economic stability, while also encouraging employees to feel valued and understood. Where mistakes are concerned, the best policy is one where constructive feedback is freely given. Provide Useful Feedback.

Construction 182

Construction Customer Service Contact Center 182

CSAT.AI

NOVEMBER 18, 2021

The Team Lead is often a seasoned agent with a deep grasp of company policies and knowledge of its customers. They help to convey company policies to agents and elucidate customer service challenges to managers who may rarely engage these challenges directly. Clear policies must inform the workflow.

AI 96

AI Legal CX NPS 96

DMG Consulting

JUNE 10, 2023

But they’re the ones who have to communicate (and adhere to) what so many consumers perceive to be bad policies. Hundreds of situations and policies seem calculated to evoke customers’ ire, which is intensified when customers interact with agents who don’t seem to care. (In You get the idea.

Customer Service 48

Customer Service Artificial Intelligence CX Gaming 48

CSAT.AI

APRIL 26, 2023

Of course, you still need to communicate company brand voice and policies clearly to the BPO. It’s just as vital when you engage a BPO to provide clear policies and necessary communication to ensure customer support matches company values and goals. Your customers don’t want to break out in a sweat over service either.

Customer Service 82

Customer Service Sentiment Analysis Sports Start-ups 82

Shep Hyken

FEBRUARY 14, 2022

The point is simple and well made: Chasing customers with low prices and discounts, is as the article points out, “… ultimately a race to the bottom in terms of cost.”. My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

ClearAction

DECEMBER 26, 2022

Effectiveness in meeting customer needs refers to your products, convenience, responsiveness, legal policies, proactiveness, and customers’ costs (money, time, stress, etc.). Ease of business is dictated by policies, processes, handoffs, and attitudes among your headquarters groups.

CX 71

CX Customer Experience VOC Legal 71

Uniphore

DECEMBER 7, 2021

For more details, review our privacy policy. Forget Traditional Waterfall Management—Adopt a Collaborative Approach Traditional management takes a top-down approach to crafting retail policies and dealing with customers’ needs. You can unsubscribe anytime. U-Self Serve ?for for efficient 24/7 customer service and?

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

CSAT.AI

SEPTEMBER 7, 2022

How about those epic terms of service and privacy policy agreements that customers have to click ‘agree’ on in order to use a website or make a purchase. You’re not the only company your customers do business with, so imagine those Lord of the Rings length policies times 20. When consumers have a choice, they’ll leave.”.

Customer Service 88

Customer Service Non-Profits Sentiment Analysis Social Media 88

Comm100

APRIL 2, 2024

How to improve your CSAT score: 6-step strategy To increase CSAT, you need a combination of short-term initiatives and long-term strategies. Now let’s explore how to improve CSAT score with a 6-step strategy. Here are 6 essential steps to improve CSAT and provide your customers with a superior experience.

Customer Satisfaction 89

Customer Satisfaction CRM Actionable Insights Social Media 89

Lumoa

FEBRUARY 14, 2024

When communicating with potential buyers or long-term clients, the golden rule is to under-commit and over-deliver. By clearly communicating the terms of your shipping policy, returns and exchange policy, and support coverage, you remove doubt from the customer’s mind. But CX very rarely deals in absolutes.

Customer Experience 83

Customer Experience ML Social Media CX 83

Lightico

DECEMBER 4, 2021

We’ll answer these questions, and more in our blog post about building a strong AML policy for crypto! Both of these terms are important when it comes to regulating the crypto world. A strong AML policy for crypto should include foolproof KYC processes, which will help identify and verify users.

Technology 52

Technology Technology 52

Lightico

OCTOBER 25, 2021

In parallel, digital and mobile adoption has accelerated at an unprecedented rate and consumers today expect to open up a new life insurance policy and file a claim from their mobile device. And e-commerce behemoth Amazon’s foray entrance to the space will only elevate customer’s digital expectations further.

E-commerce 52

E-commerce Touchpoint Contact Center Start-ups 52

Fonolo

MAY 27, 2021

Employee feedback is critical for businesses who want to understand their employees’ opinions and attitudes towards work, and improve their business policies and processes. Avoid jargon and technical terms wherever possible. Avoid using technical terms and jargon where possible, to avoid frustration and confusion.

Construction 136

Construction Technology Technology Contact Center 136

Lightico

FEBRUARY 1, 2022

If you are in the insurance industry , then you have probably heard of the terms MGA and MGU. An MGA is an independent insurance agent who sells insurance policies through a network of local offices. This means that if there is a claim made against one of your clients’ policies, the MGA pays it out. But what do they mean?

Start-ups 52

Start-ups Business Operations Sales Customer Service 52

Execs In The Know

APRIL 13, 2023

Businesses are taking proactive measures to prevent friendly fraud, such as implementing strong fraud detection technology and maintaining clear policies and communication with customers. While the term may seem benign, the reality is that this type of fraud can come in a variety of forms, from chargebacks to refund abuse.

Machine Learning 98

Machine Learning Technology Technology Customer Satisfaction 98

Zendesk

MARCH 18, 2024

And quite often, what I hear is this: “We don’t have the tools (or the process are broken, or the policies are outdated) to serve our customers the way they deserve to be served.” Core values guide them in terms of how to interact with each other and with customers. Seriously, their words.

Customer Experience 52

Customer Experience Touchpoint Customer Feedback CX 52

Lightico

MARCH 29, 2022

If you are involved in the insurance industry , then you have probably heard of the terms MGA and MGU. An MGA is an independent insurance agent who sells insurance policies through a network of local offices. This means that if there is a claim made against one of your clients’ policies, the MGA pays it out. What is an MGA?

Healthcare 52

Healthcare Start-ups Business Operations Customer Service 52

Lightico

APRIL 4, 2022

Until recently, the insurance industry in India has mandated wet signatures on health insurance policy proposals. The wet signature can be avoided only if insurers inform customers through text message about the issue of policy documents electronically, and have in place mechanisms to verify receipt of the document and preserve all e-records.

Real Estate 52

Real Estate Legal E-commerce Government 52

Beyond Philosophy

AUGUST 11, 2022

As he writes, the lessons learned is that Disney tells customers “no,” now, a policy is more important than serving loyal customers, and $1200 in recurring annual revenue is not a compelling motivator for them. Short-term, the pilot layoffs made sense since no one was flying during the pandemic, but long-term, not so much.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146