Texting for business is a communication channel that can be easily adopted in an insurance claims environment. Business-texting software has immediate impact by allowing adjusters and their customers to quickly and easily send and receive texts securely. It’s even more powerful when the adjuster’s existing phone number is text enabled, because they can simply text customers on their desktop from the same phone number they already use to call them.
Insureds want the convenience of being able to text with adjusters. A recent Zipwhip study showed 73 percent of consumers across all demographics wished they could text back and forth with businesses.
Zipwhip has also found that “can I text you that?” is one of the most frequently asked questions adjusters receive during a typical claims workflow. In addition, we have found that customers are already trying to communicate with adjusters by texting the phone numbers they receive phone calls from. In our 2019 State of Texting report, 58 percent of consumers said they’ve tried to respond to a missed call with a text message. We see further proof of this demand every time we text enable a claim adjuster’s existing phone number and see an influx of text messages. If the business phone number isn’t text enabled, those texts are never received and the customer experience is poor.
Most importantly, a proper texting-for-business solution immediately works seamlessly with existing workflows and serves to enhance and accelerate processes claims adjusters are already used to. Zipwhip provides such a solution and has seen firsthand how business texting can immediately benefit Fortune 1,000 insurance companies.
Following are five high-impact ways that claims adjusters are using business texting within a typical claims workflow:
1. Eliminate voicemail and phone tag
Adjusters spend significant time in their day listening to and leaving voicemails and then waiting for insureds to return their calls. A key benefit of text messaging is that it dramatically reduces phone tag. Adjusters change their voicemail greeting to say, “You can CALL or TEXT me at this number.” This is extremely important as approximately 19% of consumers will never check voicemail. From day one, adjusters see a stream of customers who prefer to text and often are able to close the claim after a brief text exchange.
Another observation is how business text messaging reduces time of first contact since claim adjusters can send a text at the same time they leave a voicemail or send an email. It makes sense because 98% of all text messages are opened (compared to just 20-30% for email) and 90% are responded to within 90 seconds.
2. Allow insureds to text photos and videos to adjuster
Without text messaging, sending photos to adjusters always comes with some headache, whether it is trying to format and attach to an email or downloading an unwanted app on their phone, which may already be at full storage.
Videos of damages can be incredibly valuable. These files are often too large to be easily attached via email. This forces insureds to upload them to online video sharing sites, but these same sites are often blocked by the adjuster’s corporate internet controls.
With text messaging for business, an insured can take photos or a video on their phone and text it directly to the adjuster. There is no easier way!
3. Communicate with non-English speaking customers
Most claim adjusters are not multi-lingual, and many insureds don’t speak English, which can lead to frustrating experiences. Third-party interpreters need to get involved and extensive time is expended by all sides to often communicate a simple bit of information. With texting for business, adjusters can easily use 3rd party tools to translate their question and communicate with the insured.
4. Minimize delays due to errors on documentation
Insureds often make errors before sending documents such as a change of title for filing. Often, these errors are minor and easily preventable, but the documents are refused and the process must be started over again. This wastes days and creates a poor customer experience.
With two-way text messaging, adjusters can simply ask insureds to text a photo of the filled-out form before submission. The photo appears instantly on the adjuster’s desktop for a quick review. If errors are found, the insured is informed by text and the documents can be corrected immediately.
5. It increases accessibility
Essentially every insured has a cell phone and every cell phone has text messaging. This ensures that adjusters who can text have direct access to nearly all their customers.
There is also a large and diverse group of customers who either prefer to only communicate by text message or cannot communicate in any other way. For example, we saw firsthand a claim adjuster struggling to get a document from an elderly insured. The insured didn’t have a computer or email address, but she knew how to text. She was able to easily send a photo of the document to the adjuster via text, saving time and frustration for both sides. Another common example is hearing-impaired customers who have difficulty speaking but can easily interact via text.
In summary, text messaging is instantly adopted by both adjusters and insureds, makes reps more productive within existing workflows and creates a powerful customer experience. The list above highlights a few ways that text messaging is used by adjusters, but really only skims the surface of what is possible.
Interested in seeing texting for business in action? Contact us to schedule a live 15-minute informational demo.