Out of all resources, time is the only one that’s finite. People would prefer to spend time on only the most essential tasks, while monotonous, repetitive, time-consuming tasks are usually best outsourced or automated.

At Pathway, we understand what does and doesn’t require your time. That’s why we constantly strive to save our clients’ time so that it can be reallocated to a more efficient and productive task.

Pathway’s Self-Service Kiosk (SSK) was brought to life with that mission in mind — to free up your team from having to send policy documents and resolve issues that your clients can handle themselves. 

This article sheds light on how to promote the SSK and get your clients to use the dedicated self-service portal, both in the early stages and in the long run. 

Main benefits of our Self-Service Kiosk

Our Self-Service Kiosk can completely revolutionize the customer experience by empowering policyholders and significantly reducing the burden on your customer support team. Let’s take a look at how the Self-Service Kiosk significantly benefits both brokers and policyholders.

Convenience

The SSK allows policyholders to contact roadside emergency services and keep stock of their insurance, all from a mobile insurance app. This frees them from needing to schedule appointments or wait in line for hours.

Easy billing 

One of the greatest areas of frustration for customers is friction during the transaction process. The Pathway Self-Service Kiosk provides a seamless payment process online while ensuring that all local regulations are also complied with.

How do these benefit brokers and their customers? 

Customers can pay on their own schedule with their preferred payment method. For example, they can save their credit card information and set up automatic payment schedules. This is more seamless, pleasant, and digitally aligned.  

In the meantime, brokers can collect payments more easily, improve cash flow, and foster customer relationships. They don’t need to spend too much time chasing up payments or acting as debt collectors. 

Personalization 

Our Self-Service Kiosk offers a personal, human touch via its live chat feature, letting customers ask their most urgent questions to a customer support agent in real-time. 

What does this mean for brokers and customers?

Instead of soldering through numerous lengthy phone calls or back-and-forth emails, customers can get answers in seconds. 

Live chat gives brokers the ability to clearly communicate with customers. This is excellent because, sometimes, complex topics can be misunderstood over the phone. 

Cost-effective

The cost savings from implementing Pathway’s Self-Service Kiosk are huge, as there will be a reduction in the number of calls, emails, and queries that come in. Also, as customers are able to find and access ‌solutions to their issues, the number of agents required to handle calls will be reduced. 

24/7 availability

The kiosk is available 24/7, and because customers can access Pathway’s services at any given hour, they feel taken care of. This has a tremendous impact on the impression clients develop regarding the services they receive, enhancing the relationship between brokers and customers. 

Brokers also benefit from the professional and thoughtful image that Pathway’s service brings. 

Less human error

Not only is the accuracy of customer service data improved, but by automating routine procedures around transactions and policies, the room for error is greatly reduced.

With automation, brokers can be assured that customers’ personal data and billing information are stored securely. Automation increases transparency and builds up customers’ level of trust and overall satisfaction. 

How to promote early SSK adoption effectively

After testing out several different practices for promoting the early adoption of the SSK, we’ve narrowed them down to the most effective ones. Let’s take a look at these in a little detail…

#1. Sending manual email blasts every three months

One of the reasons manual email blasts are so effective is that they allow you to select the right recipients carefully, personalize the message to each recipient, and schedule the message at an appropriate time. 

The chances of being caught by a spam filter are much lower, and the engagement rates tend to be higher — something you definitely want if your goal is to educate and inform clients about the benefits of the Self-Service Kiosk.

Besides, three months is just enough time between emails so that customers don’t feel spammed or annoyed.

#2. Adding an SSK block to eDelivery emails

eDelivery emails are another cool way to communicate with customers and these emails can be used for a wide range of purposes. Including an SSK section (or block) in these emails helps educate customers about the benefits of using the Self-Service Kiosk.

What’s more, you can encourage customers to contact you with any questions. This can greatly increase your Self-Service Kiosk adoption rates because you make switching to the tool easier.

#3. Including an SSK block in pre-renewal emails 

Often, before a policy is set to renew, a customer is sent an automatic email. Since a customer at this stage is actively considering renewing or canceling their policy, it’s usually a good idea to demonstrate why they might want to continue and stick with your insurance agency.

Mentioning the SSK in the pre-renewal email can help show customers that:

• The answers they need when things go wrong are easily available at the push of a button. 
• The enhanced customer experience is one more reason to both renew their policy and adopt the SSK.
• They can resolve small issues before contacting customer support (something few customers are excited about in the first place). 

How to promote the SSK with your clients in the long run

While early adoption depends on how heavily you promote the SSK, it’s also important to analyze how you can promote SSK usage in the long run. The following SSK promotional strategies are more suited to long-term SSK adoption:

• Adding the SSK widget to your website. Adding the SSK widget to your website can increase the amount of time customers spend on your site, leading to a possible increase in sales and revenue from up-selling and cross-selling. Adding the widget to your site also shows potential clients that they will get the benefits of the SSK when they choose your agency.
  
• Putting an SSK link in customer service email signatures. Email signatures are a professional way to promote a message, link a product, or even place a call to action. Adding a link to the SSK in your customer service email signature can spread the word and let all your email correspondents know that you have a self-service kiosk. It might even decrease the volume of customer service emails in the long run.
  
• Adding a QR code that links to the SSK printed on any mail for customers. For certain clients who prefer to receive their correspondence through the mail, adding a QR code can do wonders in getting people curious. As most smartphones are equipped with a QR code scanner, it’s a smart way to ensure that people check out your agency’s SSK.
  
• Reminding clients of the SSK during calls. When you remind a client that the answers they seek are easily found through the SSK portal, they’re less likely to call back the next time something goes wrong without trying to first resolve things themselves.

Wrap-up

Pathway’s Self-Service Kiosk can provide significant benefits to both your customers and your business. By effectively promoting the SSK to your customers, you can simultaneously increase customer satisfaction while cutting labor costs.

Data collected from user behavior when customers utilize the SSK can be used to further refine the customer support process and help businesses to succeed financially. Given the benefits, companies should incorporate both short and long-term SSK promotional tactics to get more people to use the SSK.

Start promoting Pathway’s Self-Service Kiosk with your clients now!