Why do customers channel hop? Because they discover their needs cannot be met within the path where they started the conversation. Research confirms that all too often, customers do not get their inquiry resolved within a single conversation. So they abandon one channel, and begin their service journey all over again through another path, or multiple.
Let’s think about it from the perspective of a claim payment status example. In the channel hopping scenario, our customer might call into their insurance company’s contact center. If the service representative could not quickly retrieve that information, or worse, the customer was holding in a call queue, they may abandon that channel. And then they have to begin their quest all over again, perhaps this time by sending an email to their claims adjuster. In the customer’s eyes, this was a quick question that should have been easy to answer immediately.
Keep in mind that insurers are under extreme pressure to mitigate the effect of their operating costs on their bottom line. Other industries have much more successfully reduced their unit costs, and insurance hasn’t kept up.
Channel hopping is costly to both the insurance carrier and the policyholder, so the question remains – how can you avoid channel hopping? It’s important to build and design self-service channels where your customers can resolve their journeys without needing to channel hop, and those experiences are those that are built with empathy and well tested.
The rapid experimentation that the Ushur platform affords is fundamentally tied to both the proprietary Invisible App™ and the unique combination of machine learning (ML) capabilities Ushur makes easy-usable by business users. By deploying your customer experience automation workflow – the steps you need your customers to execute to successfully resolve their interaction with your company – with an Invisible App™, regardless of which channel they begin their journey on, they’ll have a unified experience wherever they pick up. The industry-specific machine learning models Ushur exposes to business users also make those conversations natural and intuitive so there’s no need to switch channels in the first place.
Ushur delivers the world’s first AI-powered Customer Experience Automation™ platform that has been purpose-built, from the ground up, to intelligently automate entire customer journeys, end to end. Designed to deliver delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence. It combines Conversational Automation and Knowledge Work Automation in a No-Code, Cloud-native, SaaS platform to digitally transform every step of the complete enterprise customer experience – from Micro-engagements™ to entire customer journeys.
Backed by leading investors including Third Point Ventures, 8VC, Pentland Ventures, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation™ solutions are currently in production at some of the leading insurance providers across the globe including Irish Life, Unum, Aetna, Cigna and Tower Insurance.
