With the advancements in digital technologies, customers today have become accustomed to on-demand access. It didn’t take long for this trend to spread to the insurance and takaful industry, where customers want a user-friendly unified system to meet their immediate needs 24/7. A corporate website alone is no longer enough to address the needs of policyholders. The customer portal allows policyholders to securely interact and get information themselves, eliminating any manual processing, waiting time or seeking the services of a customer representative for seemingly simple tasks. In essence, a customer portal is a compilation of self-help functions available to customers for self-resolution of problems through use of a knowledge base.
It is a digital solution that becomes the first line of support for policyholders allowing a greater sense on empowerment to the customers. Not only have these self-service customer portals created a more convenient system for policyholders but digitizing and automation of the processes has improved the operational efficiency of the insurer and takaful operator. No longer will they need to expand additional cost and time into making calls, mailing paper documents and transferring customer information from paper to computer. In addition to this, these common tasks reduce the demands on customer service, allowing representatives to focus on more unique incidents should they arise.
By integrating the multi-lingual FITbot with the customer portal, you can further reduce customer service costs by assisting customers on self-service enquiries, linking them to relevant pages in the customer portal and giving them advice on products and their financial needs. FITbot saves the consumer interactions enabling data analysts to view at a later time to verify responses and train the bot to improve responses.