The Arguments for Using Support and Maintenance Videos
Today’s communication culture is very different from that of only a few years ago: more than 43% of the employees are working remotely and customer care services are mostly, or even entirely, digital. Not surprisingly given these circumstances, video communication is growing more popular for support and maintenance operations.
Unlike other, more traditional communication means—such as email, chat, or audio calls—video is a multi-sensory communication medium that is richer and more engaging. Consequently, it can successfully accommodate a customer or business partner throughout their journey, from introduction to a product/service, through onboarding and how-to clips, all the way to maintenance and retention. It’s this versatility that allows video to support customers within a variety of industries, including automotive, manufacturing, health, and insurance.
In the following blog post, we review how using support and maintenance videos can support different industries.
How Video Speeds-Up Insurance Claims Processing
The time it takes for an insurance firm to settle a claim is a deciding factor in its competitiveness and overall success potential. One study shows that customers whose claims take more than 20 days to settle are twice as likely to feel dissatisfied with the service. This dissatisfaction can quickly turn into customer churn, and with more than a billion Euros in annual personal-lines and life and Property and Casualty (P&C) premiums at play, the stakes are high.
While there are a host of tools and technologies designed to streamline insurance services, many are either too costly or are case-specific. Video, however, is a cost-effective solution, which happens to be incredibly versatile: it empowers companies to speed-up resolution time, enhance both external and internal communication, and elevate services across the board.
In the case of claim settlement, for example, video allows customers—who not long ago had to report a claim, fill forms, submit them, and often schedule a visit with an adjuster or a company representative—to follow a straightforward, less cumbersome virtual approach, video-document the claimed damage and send it over to the insurance firm. Such as video evidence is valuable for two reasons: not only is it difficult to forge by the average person, rendering it effective against claims leakage, but it can also reduce the time it takes auditors to review a case, allowing them to audit more claims, curtail the risk of fraud, and reduce the rate of unwarranted payments. Considering a claim leakage occurs in nearly one out of three claims, increased auditing can save any business enormous expenses.
Video for Claim Settlement Case Study: Endsleigh
Endsleigh, a UK-based insurance firm, wanted to enhance customer loyalty and reduce the average claim settlement time. Consequently, it came up with a “one-touch & settle” service, which allows the customer to use virtually any mobile smartphone camera to visually walk claims agents through an issue. Thanks to video, Ensleigh’s resolution time has gone from a five-day turnaround down to just a few hours– increasing customer satisfaction and significantly reducing the need for costly on-site services. The company now consistently achieves satisfaction scores of 10 out of 10 in its customer insight program.