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.”

Josh Weninger Compliance and Training Supervisor AFR Insurance Continue

“Our partnership is going to elevate customer service at Amica by streamlining customer communication and saving valuable time.”

Jeffrey Gagnon Department Vice President of Service Center Operations Amica Insurance Continue

“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.”

Christopher Massey Assistant Vice President, Claims Auto-Owners Continue

“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.”

Todd Shevlin Senior Personal Lines Claims Manager Electric Insurance Company Continue

“Many of our customers prefer interacting via text, and both they and our employees will welcome the easy, clear and swift claims communications process.”

Steve Shiner Senior Vice President of Claims MAPFRE Insurance Continue

“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.”

Mary Boyd President and CEO Plymouth Rock Assurance Corporation Continue

“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.”

Alyssa Hunt Senior Vice President, Technical Operations QBE North America Continue

“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.”

Jon Perkins Claims Manager Merchants Insurance Group Continued

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.

See how Hi Marley can work for you.