Voluntary Benefit Carriers Enhance Online Services: A New Eastbridge Report
The landscape of voluntary benefits is evolving as carriers enhance their online capabilities, according to recent findings from Eastbridge Consulting Group's report titled 'Online Services of Voluntary Carriers.' Many carriers have invested in new technologies to improve self-service options for employers, employees, and brokers, focusing on features like online chat, expanded analytics, and on-demand reporting.
Key Enhancements in Online Services
The report, based on data collected from 31 carriers during June and July, indicates a significant push toward better online service delivery. Carriers are not just increasing the range of services available online but are also refining existing functionalities. Notably, they aim to streamline claims integration across various product lines while enhancing billing options to suit customer preferences.
Ginger Bates, the director of research at Eastbridge, emphasizes that while many carriers are adopting new technologies, the application of artificial intelligence (AI) remains relatively rare. 'Only about a third of carriers we surveyed currently leverage AI for customer interactions, with even fewer integrating it into employer and broker services,' Bates remarked. She noted that the carriers effectively using AI primarily employ it for chatbots, claims processing, and improving communication protocols.
Carriers Embrace Self-Service Options
Interestingly, nearly all carriers reported offering some form of online services tailored for employers and employees, with a majority extending these services to brokers as well. However, a crucial area for growth exists in tracking how customers utilize these services. Most carriers lack the robust analytics necessary to assess customer engagement fully.
About half of the carriers surveyed provide mobile applications for employees. For those that do not, there is a concerted effort to ensure their websites are mobile-optimized, reflecting a broader industry trend towards mobile accessibility—a vital aspect in today's digital age.
This report presents a critical resource for carriers looking to benchmark their online services against competitors and identify areas for improvement. By gaining insights into current trends and future plans, companies can better adapt to changing market dynamics and customer expectations regarding digital services.
Conclusion
The Eastbridge report serves as a crucial indicator of where the voluntary benefits market is heading. With a clear emphasis on digital engagement and self-service capabilities, carriers must continue to evolve. As technology advances, mastering AI could become a game-changer for those seeking to enhance customer experience further. For more detailed findings from this report and information on obtaining a copy, interested parties can visit Eastbridge's website or reach out via email.
For companies in the voluntary/worksite benefits market, understanding these shifts is vital to staying relevant and competitive. As Eastbridge Consulting Group continues to lead in providing such insights, the industry's future looks promising as it embraces the digital transformation of service delivery.
Key Enhancements in Online Services
The report, based on data collected from 31 carriers during June and July, indicates a significant push toward better online service delivery. Carriers are not just increasing the range of services available online but are also refining existing functionalities. Notably, they aim to streamline claims integration across various product lines while enhancing billing options to suit customer preferences.
Ginger Bates, the director of research at Eastbridge, emphasizes that while many carriers are adopting new technologies, the application of artificial intelligence (AI) remains relatively rare. 'Only about a third of carriers we surveyed currently leverage AI for customer interactions, with even fewer integrating it into employer and broker services,' Bates remarked. She noted that the carriers effectively using AI primarily employ it for chatbots, claims processing, and improving communication protocols.
Carriers Embrace Self-Service Options
Interestingly, nearly all carriers reported offering some form of online services tailored for employers and employees, with a majority extending these services to brokers as well. However, a crucial area for growth exists in tracking how customers utilize these services. Most carriers lack the robust analytics necessary to assess customer engagement fully.
About half of the carriers surveyed provide mobile applications for employees. For those that do not, there is a concerted effort to ensure their websites are mobile-optimized, reflecting a broader industry trend towards mobile accessibility—a vital aspect in today's digital age.
This report presents a critical resource for carriers looking to benchmark their online services against competitors and identify areas for improvement. By gaining insights into current trends and future plans, companies can better adapt to changing market dynamics and customer expectations regarding digital services.
Conclusion
The Eastbridge report serves as a crucial indicator of where the voluntary benefits market is heading. With a clear emphasis on digital engagement and self-service capabilities, carriers must continue to evolve. As technology advances, mastering AI could become a game-changer for those seeking to enhance customer experience further. For more detailed findings from this report and information on obtaining a copy, interested parties can visit Eastbridge's website or reach out via email.
For companies in the voluntary/worksite benefits market, understanding these shifts is vital to staying relevant and competitive. As Eastbridge Consulting Group continues to lead in providing such insights, the industry's future looks promising as it embraces the digital transformation of service delivery.
Topics General Business）
【About Using Articles】
You can freely use the title and article content by linking to the page where the article is posted.
※ Images cannot be used.
【About Links】
Links are free to use.