Unified Communications Makes For A Terrific Insurance Customer Experience

Find out how Skyway West’s cloud-based voice and unified communications tools can boost customer satisfaction and streamline efficiency for insurance providers.

In the insurance business, people often focus on one thing when picking a provider: monthly premium costs. But this is short-sighted: today, delivering an amazing customer experience (CX) is just as important as keeping rates competitive.

A recent survey shows that 46% of insurance customers now put customer experience at the top of their list when choosing an insurer. On top of that, 42% say “little or no communication” is their biggest frustration when dealing with providers. As expectations shift, insurers need to step up their game in communication—whether that’s phone, email, or even social media.

So how can insurance companies meet these rising demands without overloading their teams? That’s where modern cloud-based communication solutions like Skyway West’s SkywayUC shine.

Why Customer Experience is a Game-Changer for Insurers

Traditionally, most people picked their insurance provider based on price. But as digital expectations rise, so does the demand for a smoother, more personalized experience. For insurance companies, CX is now a critical factor in keeping clients happy and staying competitive.

From getting a quote to filing a claim or renewing a policy, customers want things to be easy and seamless. Unfortunately, many providers still fall short when it comes to communication—and that can be a dealbreaker.

By upgrading your phone systems and embracing unified communication tools, insurance providers can bridge the gap between what customers expect and what they’re getting now.

Why Unified Communications is a Win for Insurance Providers

A solid communication system can transform how insurers interact with clients. Here are some key perks of moving to a cloud-based system:

1. Keep Your Customers Around
   A hassle-free experience makes customers stick around. Studies show that happy clients are far more likely to stay loyal to their insurance provider. On the flip side, 41% of customers said they’d think about switching if their provider lacked modern digital tools. Skyway’s platform offers features like automated call logging, virtual meetings, and smooth call routing. This means happier clients who feel heard, even as your team handles multiple channels.
2. Boost Revenue with Efficiency
   When your team works smarter, not harder, it’s a win for both customers and your bottom line. Our all-in-one platform combines communication tools into one workspace, cutting response times and keeping every interaction—calls, messages, video—on track. The result? More problems solved on the first try and happier customers.
3. Lower Employee Turnover
   Your team benefits too! Tools like real-time call transcriptions and automated notes make client interactions smoother and less stressful for agents. Happier employees mean less burnout, fewer turnovers, and better service for your customers.

3 Ways to Step Up Your Customer Experience

Want to improve your CX game? Here’s where to start:

1. Offer Multi-channel Communication
   Not every client wants to pick up the phone. Some prefer texting, emails, or even social DMs. Skyway West makes it easy for your team to handle multiple channels, so clients can connect however they’re most comfortable.
2. Simplify Training for Your Team
   With our solution, continuous learning is built right in. Real-time coaching tools let supervisors guide agents during calls, ensuring even the toughest client questions get answered with confidence.
3. Use Sentiment Analysis to Stay Ahead
   Want to know how customers feel during interactions? SkywayUC’s sentiment analysis tools track the tone and mood of conversations in real time. These insights help you catch potential problems early and keep things running smoothly.

See the Skyway West Difference

At Skyway West, we believe great communication is at the heart of exceptional insurance service. Our cloud-based tools give your team everything they need to offer fast, personalized support across all channels. Ready to deliver a next-level experience? Let’s make it happen.