With insurance, people will buy on price and leave on experience. In order to provide customers with the best possible experiences, companies must equip their employees with the right tools and training to to their job and be successful. When communicating online, agents need tools that are intuitive and designed to make their lives easier and the customer’s experience better.
In this video, we sit down with Kevin Bailey, Director of Underwriting Research and Innovation, to discuss the role Glia has played in Mercury’s efforts to improve the online agent and underwriter experiences. He goes on to explain how his underwriters were able to utilize Live Observation mode to get on the same page with the agents and then guide them to a resolution using chat and CoBrowsing.
Check out the full video here:
View the Mercury Insurance case study to learn how they replaced their chat provider with a complete system of engagement.