Hi Marley Service
A Solution Delivered on the Hi Marley Insurance Cloud
More convenient customer support for policy changes, coverage questions and more.
Coverage for Every Customer
Service Need
With Hi Marley Service, policyholder needs are handled quickly and effortlessly, without voice menus, long holds or phone tag. Carriers and agents communicate when and how their customers want, getting people back to the things that are important to them.
Feature highlights:
- Service-specific message templates and workflows
- Triage bot for parsing and routing inbound messages
- Service queues with push/pull agent allocation
- Personalized outbound notifications – policy renewals, billing issues, confirmations and more
- Service dashboards and benchmarks
“It’s clear that policyholders want to text, and Hi Marley allows us to serve our customers better by providing the communication options they want.”
“Our partnership is going to elevate customer service at Amica by streamlining customer communication and saving valuable time.”
“Especially for the one-off questions and quick conversations, adding Hi Marley’s innovative texting platform has sped up and simplified all areas of the claims process.”
“I never really knew how many calls were sitting out there. With text messaging and Marley Insights, I have much more insight. I can see how many conversations are open and see the sentiment of the conversations so we can proactively reach out to customers who may not be having the best experience.”
“Many of our customers prefer interacting via text, and both they and our employees will welcome the easy, clear and swift claims communications process.”
“During a time of uncertainty and fear in the country, we were able to give clarity and calm to our Plymouth Rock customers. That also reduced the number of calls that were flooding in our call center. It was a win across the board.”
"Our customers continue to comment on how we got in touch with them 'super fast' via text. And with less time playing phone tag, our adjusters spend more time providing better, more personal customer service."
“We’re able to give the customer the option to communicate how they prefer, and the virtual assistant’s ‘intelligence’ enables us to offer customers the answers to simple questions about deductibles, receipt of photos and other documents rapidly on a mobile device.”
“In the past, we’ve had issues with talking with our customers where English wasn’t their primary language. Hi Marley’s translation feature is a huge help to our reps and a valuable addition to our offerings. Now we can provide seamless customer service without interruption.”
Benefits of Hi Marley Service
Customer Convenience
Faster, easier means of asking questions or making account updates and policy changes.
Lower Costs
Reduced call volume, especially during peaks, and redirects to cost-efficient channels.
Process Improvement
Insights into account issues, customer sentiment, cycles times and more used to refine approaches.
Policyholders are delighted, customer service reps’ jobs are easier and customer retention risk is mitigated.
Featured Resources
