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.”
"When I started using Hi Marley, I noticed a huge difference in the number of inbound calls I received because there's so much we can easily accomplish via text messaging.”
“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.”
“We were nervous how Hi Marley would work for our organization, being that we pride ourselves in that personal phone call or face-to-face connection; I was concerned about how our customers would perceive getting a text message versus a personal phone call. But once we started using the platform, those concerns were quickly addressed and answered in a good way.”
"Hi Marley allows us to control our day better. For instance, let’s say you’re on a phone call. If someone sends you a quick text with a yes-or-no question, you can quickly respond and keep things moving forward. You don’t get caught up playing phone tag. That’s what it’s all about—delivering exceptional service without missing a beat.”
“Many of our customers prefer interacting via text, and both they and our employees will welcome the easy, clear and swift claims communications process.”
"Policyholders will now be able to complete self-inspections and resolve their claims through simple text messaging, increasing speed and transparency in the underwriting and claims processes."
“Hi Marley has been a great partner. Iterating started on day one and never stopped. Starting from an idea, getting to a place where it’s implemented, and you can feel the results of the idea, that’s what success is all about.”
"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.”
We can give quick, easy answers to our policyholders without them having to call us, which allows us to minimize interruptions while ensuring our policyholders feel heard and supported. It's also easy for our customers to text over photos or documents. Having that single point of contact makes the overall correspondence so much easier. We've received a lot of positive feedback. Our customers have commented on how convenient texting is—they appreciate that they just need to pull out their phone and can get a response right away.
“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.”
Policyholders are delighted, customer service reps’ jobs are easier and customer retention risk is mitigated.
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.
Featured Resources
