How to Improve Claims in Customer Service
The results of poor customer service claims processes and unhappy customers can lead to profit loss over the long term, as each customer will spread the message about bad customer service experiences. In fact, according to a March 2007 issue of Industrial Distribution magazine, it costs 5 to 6 times more to attract a new customer than to retain ones you already have (See Reference 1). This highlights the need to improve CRM (customer relationship management) and claims in customer service. There are several ways that a company can improve their service and dedication to customers while improving the claims in customer service processes.
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Evaluate your customer service and claims process as a whole. This can be done by seeking customer feedback for the current systems, getting feedback from customer service representatives that intimately know the claims process, and measuring the efficiency of your current systems.
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Integrate business processing management software to improve claims in customer service. Software that contains features such as customer relationship management and business processing can streamline the process of claims in customer service and make things easier. For example, TIBCO's iProcess Suite integrates simple spreadsheet decision tables that automate the decision-making process for customer transactions, which has been used to improve claims in customer service (See Reference 2).
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Allow customers to file claims online. There are several companies that are making claims in customer service easier by allowing online claims management by customers, including the Transportation Security Administration for processing baggage claims and Asurion, a technology protection company that provides cell phone insurance among other products. An online claims process makes customers feel more important overall, as if they were in charge.
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Consider implementing voice processing systems that allow for easier customer management. Voice processing technology is different from interactive voice response systems in that it can actively respond to customer needs. Implementing this technology can improve the number of claims that are processed, thus leading to a better claims process in customer service.
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Update your technology and database systems to make questions concerning claims in customer service easier to answer. Outdated technology is a major barrier to poor customer service, according to a March 2007 issue of Industrial Distribution. However, simpler, web-based technology platforms give companies the ability to categorize customer service issues and assign accountability, two things which could be used in claims in customer service to delegate tasks to specific company departments.
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Follow-up with your customers during and after the claims process with a live human. Customer feedback is crucial to developing and implementing claims systems that are fast and efficient for customers, and a using a real customer service representative to follow-up will make your customers feel like they're important and that your company cares about what they have to say.
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