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Customer experience (CX) is increasingly becoming a key differentiator when it comes to consumers choosing an insurer. With challenger brands springing up across life insurance to public liability, delighting customers throughout every stage of the insurer journey has never been so vital to keeping customers engaged.

A report from the IBM Institute of Business Value (IBV) found that insurers should be prioritising personalised digital communications.

50% of customers ranked this as a high priority, but only 17% of insurers reported using digital communications. 51% still rely on telephone and 50% rely on traditional mail to communicate.

Whether purchasing a policy, looking to make a claim, or simply asking questions or changing details – customers want their insurers to offer a quick and easy way to communicate.

Live chat offers just that. It gives insurers, large or small, the opportunity to quickly deal with issues and answer questions – leading to more policy take up, and better all-round customer experience.

Below we are looking at how live chat improves CX in the insurance industry.

Getting live chat right in the insurance industry

According to the IBV report, one of Finland’s largest financial services (FS) companies added an online chat feature to their new website, and users increased by 1000% in just a few months.

Unfortunately, this led to higher wait times as the demand was so unexpected. So, when choosing to add chat options to a website, insurers need to consider it a major part of their customer acquisition and retention strategy and allocate resources accordingly.

Here at Yomdel, we offer fully managed live chat. Our team are on hand to manage chat for you 24/7, meaning you don’t need lots of additional internal resource. We work with you to build your virtual team who can deal quickly and easily with enquiries, and direct potential customers to your internal teams where appropriate.

Reduce costs

Live chat helps to reduce overheads too. Typically, one of our live chat operatives can manage up to five live chats at any one time. In effect this means that you can free up your customer service team to focus on other areas of the customer journey, reducing the cost of managing customer calls.

According to Super Office, live chat costs more than 50% less than handling phone calls. This data is based on companies who have live chat support, and who only used traditional phone call methods previously.

How Yomdel can help

Here at Yomdel we help manage your communications across a range of channels.

Whether you are simply looking for a live chat solution on your website or one that can be linked to from your social media, email campaigns, direct mail and more, we can help.

If you want to delight your customers every time, why not get in touch to discover how we can help.


If you haven't yet looked into a 24/7 managed live chat service, or you'd just like to know more about the options available to you, don’t hesitate to get in touch, we would be happy to chat.


Chris Smith

Written by Chris Smith

As Sales Team Leader, Chris is passionate about discussing the importance of Customer Experience with as many businesses as possible, and works with clients and new businesses every day on Yomdel’s behalf. If you would like to talk with Chris about the positive impact measuring and delivering an exceptional customers experience can have on your business, then please do get in touch. He would be delighted to have an informal chat and can be reached at chris.smith@yomdel.com.