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Improving insurance service operations by simplifying and automating communication across channels
In today’s hyper-connected world, businesses need to ensure accurate handling of information coming from various sources in their ecosystem, including vendors, partners, and customers. However, the diversity of channels and formats create inconsistencies in communication, causing digital chaos and a lack of trust. Moreover, unforeseen circumstances can increase customer service inquiries up to 20% across the board and spike inquiry wait times to hours, sometimes even weeks, depending on the channel.
Some of the main challenges in the existing process are:
To provide a seamless experience to their customers, insurers must learn to address the pertinent omni-channel communication conundrum.
Virtusa understands these challenges and proposes an approach, powered by reimagining the omni-channel communication experience, for a unified and enhanced experience across the channels.
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