Hardware

Auto insurer deploys interactive voice response solution for customers

Image: Adobe Stock.

October 31, 2023

Bridger Insurance Services, an auto insurer in California and Texas, has selected insured.io to provide interactive voice response to improve the customer experience for its auto insurance customers. The IVR solution enables automated inbound payments and policy status checks as well as automated phone and text outreach, helping to reduce late payments and policy cancellations.

"To retain insurance customers in today's competitive insurance marketplace, carriers must offer a variety of ways to engage," Deane Silke, president of Bridger Insurance Services, said in the press release. "We chose insured.io's IVR solution because it empowers our customers to opt for self service when they need to make a payment and prefer a direct method without the need to wait on hold to speak to a representative to get it done."

IVR delivers a cost-effective solution that automates many common customer service tasks and empowers policyholders to self-serve, reducing wait times and enhancing their experience.

In a research study of its 250,000 platform users, insured.io found that customers who frequently use IVR services exhibit a 24% higher retention rate than those who rely exclusively on live customer service agents.

The research also found that sending a message via SMS on the renewal day slashed cancellations by 52%.