It’s not always possible for a brand to provide personalised contact through every engagement with a customer. But for workplace injury insurance provider, Employers Mutual Limited (EML), it may have found the next best thing.
EML has been helping Australians get back on their feet after workplace injuries for more than 100 years. But for the many of the employers it assists, the first time they interact with the company is when they are making a claim.
According to EML customer experience manager, Helene Swindells, while her company works hard to guide claimants, it still requires them absorbing a lot of complex information at the start of the claim process.
“Historically, a lot of that information has been given over the phone, or in letters or booklets,” Swindells says. “One of the bits of feedback that consistently comes through is the complexity and the jargon in the industry, so we were really looking at ways that we would provide that information in a much more digestible format.”
The solution was video, in the form of Pitney Bowes’ EngageOne Video platform. Swindells says she was drawn to EngageOne’s ability to provide personalised interactive information paths for individual claimants, allowing them to quickly find the information which was relevant to their questions.
“Because there was so much information that we wanted to give people, being able to let people pick and choose what they wanted to watch when they wanted to watch it was important,”...