RingCentral Cloud, your recently acquired cloud communications platform, empowers you to seamlessly connect, collaborate, and engage with customers, partners, and employees from anywhere, on any device. With RingCentral Cloud, you can:
- Make and receive calls: Enjoy crystal-clear voice calls with integrated VoIP functionality.
- Send and receive messages: Communicate with colleagues and customers via SMS, MMS, and team messaging.
- Host video conferences: Bring remote teams together with high-quality video conferencing, screen sharing, and breakout rooms.
- Collaborate on documents: Create, edit, and share documents in real-time with built-in document collaboration tools.
RingCentral Cloud, your recently acquired cloud communications platform, empowers you to seamlessly connect, collaborate, and engage with customers, partners, and employees from anywhere, on any device. With RingCentral Cloud, you can:
- Make and receive calls: Enjoy crystal-clear voice calls with integrated VoIP functionality.
- Send and receive messages: Communicate with colleagues and customers via SMS, MMS, and team messaging.
- Host video conferences: Bring remote teams together with high-quality video conferencing, screen sharing, and breakout rooms.
- Collaborate on documents: Create, edit, and share documents in real-time with built-in document collaboration tools.
2
Table of contents
CHAPTER 1
The insurance industry is at a
crossroads
page 04 ›
Introduction
page 03 ›
CHAPTER 2
How can insurers boost digital
engagement throughout the
policyholder lifecycle?
page 05 ›
RINGCENTRAL® EBOOK | CLOUD COMMUNICATIONS: DIGITAL ENGAGEMENT THROUGHOUT THE INSURANCE CUSTOMER LIFECYCLE 3
This guide explores the need for insurance
companies to facilitate digital engagement
throughout the entire customer lifecycle and
explains how a cloud communications platform
can help.
Introduction
Today’s consumers are accustomed to digital purchasing
experiences with no friction. They’ve been using services
companies tend to use traditional methods to sell their
services and communicate with policyholders.
RINGCENTRAL® EBOOK | CLOUD COMMUNICATIONS: DIGITAL ENGAGEMENT THROUGHOUT THE INSURANCE CUSTOMER LIFECYCLE 4
The insurance
industry is at a
crossroads
CHAPTER 1
the
insurance sector continues to see a decline in customer satisfaction year
consumers weren’t empowered enough to speak out. That’s no longer
opinions on social media if they have a bad experience.
digital experiences in other
aspects of their lives. They order products online and choose what to
watch based on recommendation engines. It surprises and irritates them
that insurance companies don’t offer the same digital experiences.
RINGCENTRAL® EBOOK | CLOUD COMMUNICATIONS: DIGITAL ENGAGEMENT THROUGHOUT THE INSURANCE CUSTOMER LIFECYCLE 5
How can insurers
boost digital
engagement
throughout the
policyholder lifecycle?
CHAPTER 2
The answer lies in
engagement platform
even self-service options.
throughout the policyholder lifecycle:
• Make it easier to connect with the insurer
• Improve internal collaboration for better customer service
• Gain a comprehensive view of the policyholder with business
application integrations
• Enable self-service capabilities
• Accelerate the claims process
RINGCENTRAL® EBOOK | CLOUD COMMUNICATIONS: DIGITAL ENGAGEMENT THROUGHOUT THE INSURANCE CUSTOMER LIFECYCLE 6
Make it easier to connect with the insurer
should be easy to connect with the company.
A cloud communications platform gives potential customers as well as
current policyholders the flexibility to contact insurers through their
preferred channel. They can use:
•
• Social media
• Chat
• Video conference
• SMS
Improve internal collaboration for better
customer service
Cloud communications platforms have internal benefits
experience.
Departments at insurance firms tend to function in silos. Even though a
the two teams might not communicate very well. Cloud communications
platforms make it easier for teams across the organization to collaborate.
We’ll illustrate with an example: Lori calls her insurance agent to file a
claim after a car accident. She also has home insurance with the same
that picks up her phone call isn’t sure how to answer Lori’s specific
the auto insurance claims department.underwriting department.
RINGCENTRAL® EBOOK | CLOUD COMMUNICATIONS: DIGITAL ENGAGEMENT THROUGHOUT THE INSURANCE CUSTOMER LIFECYCLE 7
who is able to help Lori with her problem. Leveraging a cloud
person who can solve Lori’s problem while Lori is still on the call. This
strengthened and she remains a loyal policyholder.
Gain a comprehensive view of the
policyholder with business application
integrations
relating to a claim.
Cloud communications platforms integrate with business
about a customer’s history with the firm and other
pertinent information. This integration helps insurance
companies avoid bouncing policyholders from employee
to employee until someone is found who’s familiar with the
policyholder’s history.
RINGCENTRAL® EBOOK | CLOUD COMMUNICATIONS: DIGITAL ENGAGEMENT THROUGHOUT THE INSURANCE CUSTOMER LIFECYCLE 8
Enable self-service capabilities
A crucial aspect of digital engagement is self-service capabilities.
turn to a contact center. In a post for CIOApplications.com
Insurance Corporation notes about the self-service trend: “Consumers
Research highlights the importance of self-service capabilities
policyholders who had difficulties with their insurer said they were likely
to switch carriers who had better digital capabilities (which included self-
service).
Accelerate the claims process
One of policyholders’ chief gripes about the insurance industry is that
it takes too long for companies to process claims. A total loss auto
insurance claim can take a minimum of a month. When policyholders file
similar requests.
Cloud communications platforms can accelerate
the claims process. They feature intelligent routing
that automatically connects policyholders with the
representative most qualified to handle the claim on the
to their case. That saves the policyholder time and the
insurer money.
RINGCENTRAL® EBOOK | CLOUD COMMUNICATIONS: DIGITAL ENGAGEMENT THROUGHOUT THE INSURANCE CUSTOMER LIFECYCLE
Increase digital engagement for
policyholders with RingCentral’s
cloud communications platform
Insurers can create digital experiences for policyholders
with RingCentral’s cloud communications platform.
The secure insurance communications solution allows
policyholders to connect with insurers through their
preferred channel. It also improves internal collaboration
for greater efficiency and better customer experiences.
To learn more get a demo.
please contact a sales
representative.
Visit us at
ringcentral.com/financial-
services
party business applications and enables customers to easily customize business
around the world.
8/2021
Learn more about RingCentral for financial services at ringcentral.com/financial-services.
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RingCentral Cloud, your recently acquired cloud communications platform, empowers you to seamlessly connect, collaborate, and engage with customers, partners, and employees from anywhere, on any device. With RingCentral Cloud, you can:
- Make and receive calls: Enjoy crystal-clear voice calls with integrated VoIP functionality.
- Send and receive messages: Communicate with colleagues and customers via SMS, MMS, and team messaging.
- Host video conferences: Bring remote teams together with high-quality video conferencing, screen sharing, and breakout rooms.
- Collaborate on documents: Create, edit, and share documents in real-time with built-in document collaboration tools.
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