Customer Feedback Platform
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Keeping customers happy is critical to the long-term success of the insurance industry. With multiple avenues for customers to interact, the industry understands the direct relationship between customer satisfaction and customer retention. While the industry has greatly accelerated the trend to go digital by embracing an expanded digital approach, it also opened up new avenues for customer dissatisfaction and loyalty switch. For the industry to overcome the challenges posed by the digital disconnections with customers, efficient feedback systems should be put in place to resolve issues and meet compliance.
The Beyontec Customer Feedback Platform is a tool that can be used and implemented across all insurers and integrated with the insurance association’s system to manage any customer feedback online and in real time. The platform allows reception and redressal of complaints or feedback posted by policyholders, enabling prompt actions by insurers on issues raised by them, improving overall customer services.
Integrates with Insurance Association Websites
The platform is cloud-based and easy to integrate with any insurance association website.
Real-Time Alerts to Customers and Insurers
The in-built workflow accurately captures feedback in real-time and automatically sends acknowledgment to the customer and notifies the concerned insurer for their action.
Real-Time Dashboard for Each Insurer
The dashboard feature of the platform provides real-time data on the number of customer issues, resolutions, satisfaction scores and many other pertinent data that is relevant for monitoring customer satisfaction levels.
Real-Time Dashboard for Insurance Association
The insurance association can monitor the overall management of customer feedback by the respective insurers, ensure adherence to service level SLAs.
Response Monitoring and Escalation Matrix
The platform allows the Association to configure the SLAs for the industry and ensure that it is followed by the members. The Association can step in where the resolution needs involvement or where the SLAs are not met.
The platform has powerful authentication tools and microservices, and comes with multiple levels of firewalls with data encryption and SSL protection for web use.
Audit Trail and History Maintenance
The platform maintains historical data of all transactions which is time stamped for each entry. This process of record keeping aids in compliance and eliminates misunderstandings in communications.
Easy Access for Customers and Insureds
The platform provides authenticated, easy access to all associated customers of the networked insurance companies to register their feedback on the platform for faster resolution.
The platform is multilingual to accommodate regional or language preferences of users, making it an acceptable interface for customers.