Plum Voice Blog

Stay up to date on the most relevant topics and developments in the world of automated communications with tips, tricks, and advice from Plum

Case Study: Specialty Insurance Company Drastically Cuts Payment Processing Costs

One of the challenges of being a leading, major insurance company (MIC) is that at a certain point you have so many customers that it becomes tricky to give them all the attention and service they need. This was precisely the state that one of Plum’s clients found itself in. The company wanted its agents to provide high-touch customer service… Read More

Case Study: 145% VoC Response Rate Increase with Plum Insight

Customer feedback is the lifeblood of an organization. However, that information is only useful if it’s actually put to use. Collecting data for the sake of collecting data doesn’t do anyone any favors. When it came to customer feedback for their claims department, the Erie Insurance company relied on a manual process. The cost of materials and labor for getting… Read More

Case Study: Increase Payment Processing Volume and Efficiency Over the Phone with Self-Service

In theory, technology should make our lives easier. There may not be a better use for technology and automation than with manual, rote, recurring tasks and processes. In these situations, automation is like a gift from on high. This was precisely the experience of Arrowhead General Insurance Agency. The company’s Atlanta office processed all of their customer support calls with… Read More

3 Uses for Voice Tech in Insurance Customer Service

Our last post noted how important it is to control the initial customer interaction when it comes to customer self-service over the phone. Once you’ve got control a new challenge arises, namely what do to with that control. Our advice is to wield a scalpel in your approach rather than a hammer. Some of the nation’s largest insurance companies use… Read More

From Puppet to Puppet-Master: Regain Control of the Customer Service Experience with IVR

Control can be an elusive thing. Like a handful of sand, the tighter you grip it the faster you lose it. This idea has a practical application when it comes to voice-based customer service, especially for large insurance and financial services that use call centers. Insurance and financial services companies, especially, have a vested interest in providing great customer service…. Read More