Medallia Xchange

Property & Casualty Insurance Support Experience

Improve customer satisfaction and contact center efficiency by infusing the policyholder voice into support operations

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Additional Info


When customers interact with their insurers it is essential that they receive a high level of service. Property & Casualty Insurance Support Experience enables support and contact center organizations to infuse the customer voice into their operations.

Real-time feedback allows supervisors and team leads to quickly close the loop with customers on outstanding or unresolved issues and coach based on customer input. Frontline representatives receive regular recognition for a job well done and learn what they can do to improve, based on the customers they serve. Organizational insights, driven by automated root cause analysis, also allows contact center teams to prioritize change based on customer impact.

What’s Included:

  • Survey template including key service representative satisfaction metrics based on the understanding of customer needs, the professionalism and knowledge of the representative, and clear communications
  • Triggering and sampling rules and customizable templates for multi-channel outreach
  • Alerts and workflows designed to prioritize recovery of critical policyholders
  • Real-time web and mobile dashboards for COOs, service operations executives, team leads, and frontline representatives

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