Customer Experience in Insurance
Do your services inspire trust in your clients?
Customer Experience in Insurance
Do your services inspire trust in your clients?
The quality of the customer experience in the insurance sector is influenced by several factors, including personalization and speed of service, transparency, security, customer needs, and process simplicity.
Companies that focus on these elements are better equipped to retain their customers and adapt to the ever-changing market expectations. With our integrated approach to customer, employee, and brand experience, Lanla aims to help you better understand your customers and enhance the efficiency of your operations. Regardless of your audience or insurance products, place your customers at the heart of your offerings, ensure your employees embody your values, make sure your brand is perceived positively, and keep your local information visible where it matters most.
Mystery shopper Real Consumer
Evaluate the submission processes (by phone or online) and verify compliance with your standards and service norms through our real consumer mystery client programs. Whether using a normative or perceptual approach, you will be able to identify high-value elements and areas for improvement in the customer journey. Our programs can also be used to monitor the competition and provide valuable strategic insights related to pricing, inclusions, and best practices. You can assess the situation and detail the specifics of each insurer, such as rates, contract types, services offered, benefits, and more.
Continuous Survey – Voice of Customer
Don’t waste any more time—take action with our continuous survey programs (VOC). Whether in property and casualty insurance (acquisition, claims, termination, etc.) or group insurance (disability, health benefits, customer service, etc.), it is crucial to assess service quality at each stage of the customer journey (online or by phone), identify reasons for dissatisfaction, and manage detractors in real time. Our Hexia platform is a specialized tool for tracking key customer experience indicators, including alert management, customer effort score, Net Promoter Score (NPS), and more. It also helps improve your online reviews by directing your promoters to social networks to boost your star ratings, while allowing you to address unhappy clients before they impact your online brand image.
Hexia.local
Hexia.local is a tool that centralizes your business information (opening hours, contact details, spoken languages, areas of expertise, etc.) to optimize your local presence. It serves as an all-in-one solution for local growth, addressing the many challenges of customer experience in the insurance industry. Our platform enhances your local presence by ensuring brand consistency and uniformity across various online channels. Its user-friendly interface and rapid distribution capabilities enable you to maintain control over your business updates across multiple online directories. Additionally, you can intuitively monitor and filter online reviews from all your locations and respond in bulk using templates with dynamic tags.
More Insurance Solutions
Discover how Lanla and its customer, employee, and brand experience solutions can contribute to the success of your insurance agencies.
Positioning and Occasional Surveys
Measure your brand awareness and perception by strategically positioning your insurance company against competitors. Survey your loyal, disloyal, and potential customers by integrating our respondent panel with your client lists. This will enable you to identify key areas for improvement and develop tailored action plans to achieve your goals.
Our occasional surveys are customized to meet your needs and can help you understand customer decision-making processes, client relationships, adherence to organizational promises, reasons for attrition, and define customer segments (personas).
Employee Engagement Survey
Lack of staff motivation in the insurance sector can significantly impact service quality and customer satisfaction. Understand your employees through our annual or biannual employee experience surveys. Identify areas for improvement, promote continuous professional development, and implement strategic action plans to engage your teams (agents, advisors, receptionists, customer service, etc.).
Conferences and Training Workshops
Utilize the analysis results from our customer, employee, and brand experience measurement programs to customize your employee conferences and training sessions. Our approach enables you to tailor conferences and workshops to align with your values and goals, covering topics such as the importance of customer experience awareness, managing detractors, skills and attitudes, handling objections, leadership, and team management.
Data Analysis and Valorization
To prioritize efforts, our unique approach highlights key drivers of change, enabling our experts to accurately identify your objectives and analytical needs. With over 20 years of experience, our detailed reports and operational recommendations are crafted for managers and department heads to optimize results and transform them into strategic and marketing advantages. Focus your efforts on the most influential operational aspects for your customers to elevate your performance to the next level.
POS displays, brand identity, communication tools, and digital marketing
At Lanla, we craft unique and memorable brand images that help you stand out from the competition. We design tailored communication tools that reflect your values and enhance your company’s customer experience. Our impactful visual media for the web enables you to create targeted ads and well-thought-out social media campaigns. Contact us today!
