Angeline Somers
Conquest Care and Support Agency Ltd,
A Digital-first Insurance Helpdesk - Is it Really Worth Your Investment?
With the majority of the world operating digitally today, the insurance industry is investing heavily in its tech spend, which is expected to grow by more than 25% by 2026. Today’s insurance providers digitize on core capabilities like self-servicing tools to provide quick and personalized experiences. An insurance helpdesk does just that and relieves the support operations team, enabling super easy customer service!
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One Interface;Multiple Operations
Provide consistent and fast customer support across email, chat, WhatsApp, and other social media channels from a single interface—no more juggling between multiple tabs.
20% FasterQuery Resolutions
Reply swiftly to customer queries with predefined answers, canned responses, and templates. An efficient response generates higher revenue!
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100% Secure Helpdesk
Deskxpand being a guardian of customers’ data, a highly resilient platform with multi-fold secure architecture, is our priority. We are ISO 27001:2013 certified and GDPR compliant.
30% Reduced Queries
Be it for premiums, renewals, insurable interest, or any other common topics, let your policyholders find answers through a curated knowledge base without human intervention.
Get More Done with Less Effort
Omnichannel Workflow
A rapid flow of client inquiries from multiple channels is quite common in the insurance industry. Email, chat, WhatsApp, phone, social media – it doesn’t matter which channel; respond to customers in real-time through a unified view. Access all the customer details from a single place without switching between systems, attending to every query promptly.
One-Page Ticket Interface
One place, multiple operations. One-page ticket interface is one of our flagship features because it unifies everything. Incoming tickets from multiple channels, canned responses, customer history, multiple small actions, and more. No more spending hours on different channels. Swiftly increase efficiency in your support operations.
Cohesive Dashboard
Get real-time notifications, and glance through insightful reports with a cohesive dashboard. It brings minute details to your attention through simple and intuitive reports. Take smart decisions on the go with instant and fresh information visualized beautifully.
Provide Proactive and Personalized Support
Live Chat
Policies are complex to understand as they are full of jargon. When customers purchase a policy, make a claim, or have a question, they want insurers to offer a quick and easy way of communication. And Live Chat offers precisely that. Quickly deal with issues, and answer questions to increase policy take-up and provide a seamless customer experience.
Customer History
Treat your customers with the highest level of service by providing them access to their historical data like purchase history, loyalty status, preferences, or even sentiments that eventually increase customer loyalty. Access to the customer’s data from a single location makes your team’s lives easier and enables faster-personalized support.
Task Management
Manage complex issues with DeskXpand’s built-in task management feature. Create tasks for every query and break them into sub-tasks if the issue is complex. Assign different agents for each task to enable collaboration and faster ticket resolution. Your team can communicate easily via the private notes feature within the tasks.
Parent-Child Tickets
Efficiently work on complex issues by splitting tickets into sub-tickets to be worked on parallelly by assigning agents to each. To save time and reduce resolution time, save ticket templates for recurring tasks to create tickets in a flash and assign them to the right agent.
Quicker Resolutions = Happier Customers (Increased ROI)
Self-Service Portal
Take customer experience to a whole new level with self-service portals. Whether to check insurance records, repair authorization, accident claims, or access real-time accurate information, let your customers avail instant help through curated solution articles and FAQ sections.
Internal Knowledge Base
Mitigate technical and learning difficulties within your insurance domain with an internal knowledge base. Imagine it as a virtual workspace to store, share and maintain knowledge suitable for your team members to access as and when needed. The outcome? Increased productivity and improved turnaround time.
Let Your Customer Service Set You As a Differentiator
No credit card required
Advanced Automation Solutions at Your Disposal
Workflow Automation
In a conventional approach, each time you get a query, you have to create a ticket manually and assign it to the right agent. However, when the ticket in-flow is high, this process is prone to cause errors, and delays in resolution, resulting in annoyed customers. With DeskXpand’s insurance helpdesk software, streamline ticket workflow with automation rules and assign tickets automatically to the right agent. Also, create notification triggers to keep everyone posted on the ticket status.
SLAs
Defining the preferred support channel, quality, and deadlines, are critical factors in improving resolution times and response times across different time zones, customer tiers, and channels. Make it possible with the Insurance helpdesk and define your standards to provide consistent support across the channels.
Talk to
Your Support Genie!
Elevating your customer support experience starts with DeskXpand.
#happyclient
I like the ease of using the DeskXpand and the social media integration. And the feedback feature that the dashboard could integrate into the website is excellent.
-Tristen
Xander LLC,
