Employee Family Protection, United States
Challenge:
Employee Family Protection, a leading health insurance solutions provider, was impacted heavily by the COVID-19 crisis. Since their counselors could no longer meet with their client’s employees, they were unable to guide them through the various options available to make the right health care plan enrollment choices. Disillusioned with this lack of personal guidance, many employees considered cancelling their policies. That’s when Employee Family Protection decided to look for a visual engagement tool that could recreate the in-person meeting experience remotely.
Solution:
Surfly enabled their counselors with a compliant co-browsing solution that allowed them to guide their customers in real time and explain complex topics easily. While exploring the various health insurance options available, the counselors could get direct input from the employees via voice or video chat. Surfly’s Co-browsing made the counselor’s job much easier as they could see exactly what their customers were seeing on the platform without them needing to download additional software.
Results:
The visual and collaborative co-browsing experience ensured that the employees understood the various health insurance options much faster. The counselors and employees could then also use Surfly’s collaborative document editing and e-signing feature to fill in a policy together. This led to shorter handle times for the counselors, allowing them to have a higher number of resolutions during the day.
Surfly’s advanced collaborative functionalities and easy-to-use user interface has improved agent experience and enabled every counselor to provide a higher level of service.
“Educating somebody on benefits can be very complicated. But an employee who’s never really experienced it really needs that extra education. And having them be able to see, touch, draw, and point arrows ensures that the relationship that gets built between a counselor and the employee is stronger.”
Story:
In the initial months post-covid, industries like health insurance were hit badly as they were highly dependent on meeting in-person to explain complex policies to their customers.
One such company was Employee Family Protection, a leading health insurance solutions provider that works with companies worldwide to provide insurance solutions for their employees. Since meetings were made impossible post-covid, Employee Family Protection’s counselors could no longer interact with their client’s employees in-person. This meant that they could no longer personally guide them through the various health insurance options available, nor enable them to make the right enrollment choice.
Disillusioned with the lack of personal guidance, some of the employees stopped renewing their policies. That’s when Employee Family Protection realized that it was time to find a solution that recreated the in-person meeting experience remotely.
After looking through various options, they chose Surfly Co-browsing, a compliant solution that enabled counselors to guide the employees in real time through various policies while getting input from them via drawing tools or video chat. Surfly’s Co-browsing made the counselor’s job much easier as they could see exactly what the employees were seeing on the platform without them needing to download additional software. Surfly’s collaborative document editing and e-signing feature also enabled counselors and employees to fill in a policy together.
This visual and collaborative co-browsing experience ensured that the employees understood the various health insurance options much faster, leading to shorter handle times for the counselors that, in turn, allowed them to have a higher number of resolutions during the day.
Surfly’s advanced collaborative functionalities and easy-to-use user interface has improved the agent experience and enabled every counselor to provide a higher level of service.
Recreate the in-person meeting experience with compliant co-browsing
Companies that need to provide a personal touch while interacting with their customers remotely need a compliant co-browsing solution like Surfly, enabling counselors to guide and collaborate with their customers in real-time.
A visual and interactive remote meeting experience that allows them to quickly build trust with the customer and explain complex topics with ease
Surfly enables counselors to browse a page together with their customer in real time and communicate better via video chat and other collaborative tools. This leads to much shorter handle times and a higher number of resolutions during the day.
A collaborative and visual meeting experience that makes them feel like you’re meeting them in-person
With Surfly’s Co-browsing, customers feel in control during the ongoing meeting and don’t need to download and install 3rd party software. Since both, the customer and the counselor, are browsing together in real time, trust is built between the two parties and queries get resolved much faster. Even while being remote, customers feel like they are purchasing insurance safely, as if they were in person.
