Customer Service is one of the most important aspects of any modern business. When it comes to customer service, problem resolution and customer satisfaction are the key factors that help any business in getting better business for the future. But, for companies that have products and services which majorly require frequent customer interactions and changes in different aspects, it is important to ensure that there aren’t any issues in customer service. Similar is the case with our client who wanted to improve customer interaction, cut down on problem resolution time and enhance customer loyalty.

The Client

Our client is one of the largest life insurance companies in the world that provides Insurance, Pension, Savings, Investment, Health, and Children and Women plans. At an additional cost, the firm also offers the option of personalizing the plans by adding alternative features known as riders.

The Challenge

• Today's customers anticipate rapid contact from service departments. In reality, they, too, are looking for a quick response to their concerns. And this remained as one of the major challenges for our client where customer queries, problem resolution, and service requests became a frustrating and time-consuming process for the customers as well as the client.

• Our Client’s customers are often required to fill in forms for service requests like the change of address, policy surrender, etc. which quite often results in the forms being filled inaccurately or left incomplete, which introduces an additional delay in the customer service process.

• Customers that don’t get resolution over the contact forms, get to call the customer service desk which results in confusion as well as a wastage of time from the side of customers explaining their specific issues. Requests such as Policy Surrender and other services get an extra delay introduced due to confusion and complexities.

• Poor First Call Resolution due to such delays and confusions results in repeated calls causing longer time to resolution, greater manpower required to deal with such issues, poor process efficiency, etc.

• Due to such issues, the client is also not able to deliver a personalized experience to their customers over phone calls.

The Solution

For our client and all other such businesses, we have with us, our advanced video collaboration tool, DialTM. Through its co-browsing and calendar scheduling capabilities, DialTM recognizes the revolutionary potential of visual interaction to break the never-ending cycle of fixing customer issues from the ground up with repeating questions/queries, resulting in increased levels of customer satisfaction in a fraction of the time spent on chatting or voice conversations.

Sales teams can easily implement our simple solution, and customer support representatives have a tremendous tool in their hands. With Co-browsing the client is able to provide interactive and real-time support to their customers. while using DialTM, no downloads or installations are needed as it is a browser-based tool that provides highly secure connections with customers.

The Result

With DialTM’s Co-browsing, calendar scheduling capability and collaborative troubleshooting capability, the consumer experience delivered by our client is improved and it also provides the following business benefits to the client:

• Customer experience has a higher return on investment.
• Customer complaints are resolved faster than before and more effectively.
• Customers that have a better First Contact Resolution (FCR) are happier and more loyal.
• In the digital arena, more "personalized" service lends a human touch to online encounters.
• Enhanced efficiency as a result of quicker issue resolution. • Reduced expenses as a result of fewer touchpoints, less time, and less labor.

The Conclusion

For every modern business, client service and sales employees are constantly looking for new methods to improve the customer experience through more personalized involvement and faster problem resolution. While phone conversations and chats have been around for a long time, the digital revolution has made the video-based dialogue more productive in a variety of B2B and B2C engagements. A video conference tool with screen sharing and co-browsing capabilities has the ability to totally revolutionize the process of addressing client problems and resolving them in real-time. Customers can be guided by agents through complex paperwork or difficult situations.

DialTM is a premier tool that provides the customer service department of any business with the ability to handle the same with utmost efficiency and provides a lot of other benefits so that the process becomes streamlined. Take your customer engagement to new heights, try our co-browsing tool today!