Built For Frontline Insurance Professionals: Hi Marley’s Feedback-Informed Enhancements

When carriers choose Hi Marley, we always take the opportunity to improve our product based on their needs. With Visual Voicemail, auto-saved drafts, language sorting, streamlined scheduled messages, and more, our latest release on October 22 is filled with features and functionality to improve adjuster efficiency, responsiveness, and overall customer service.

Visual Voicemail Centralizes and Streamlines Communication

With this update, Visual Voicemail is generally available. When a policyholder calls the Hi Marley texting number, they now have the option to leave a voicemail. A single point of contact streamlines communication for policyholders, keeping things easy. Visual Voicemail records and transcribes customer voicemails within the existing Hi Marley conversation, allowing adjusters and reps to read the message transcription and respond via text in the same interface. And, with Visual Voicemail, covering for an out-of-office adjuster or catching up on a re-assigned claim just got a whole lot easier; secondary operators, supervisors, or newly assigned adjusters can easily view voicemails as part of the Hi Marley conversation.

Visual voicemail can also auto-detect and transcribe messages in the speaker’s native language, then translate them back to English within the text conversation, enabling the adjusters and reps to respond quickly, no matter the end user’s native language.

This unified view of claims communication saves adjusters time, allowing them to view multiple channels in one screen and move claims forward without interruption.

Expanded Intelligent Translation for Text Leads to Faster Claims Resolution

We also expanded our intelligent translation capabilities by adding five new languages to the platform for text translation, including Albanian, Croatian, Italian, Turkish and Ukrainian, bringing Hi Marley’s intelligent translation up to 25 languages.

English and Spanish are the two most common languages used in Hi Marley, and we wanted to make it easier for insurance professionals to select those languages without spending time scrolling, so we updated the UI, pinning English and Spanish to the top and made it easier to find other language options through a cleaner, alphabetized UI.

This focus on accessibility and removing language barriers ensures that adjusters and reps can communicate effectively with policyholders and speed up the claims process while also eliminating the expense of adding third-party translators and interpreter services.

Chat Box Improvements Enable Proactive Communication

Knowing insurance professionals are pulled into a million different directions every day, Hi Marley now automatically saves message drafts in the chat box, giving adjusters and reps the flexibility to step away from a task without losing their work.

We also updated the workflow for scheduling messages. Insurance professionals wanted to take advantage of the benefits of scheduled messages to keep their customers updated and informed but had limited messaging capabilities with this option. Now, when adjusters and reps schedule messages, they have all available features, such as templates, outbound media, emojis and translation.

This improvement enables insurance professionals to better plan and manage their communications and be more proactive, especially when scheduling follow-ups or sending reminders.

Elevating Unread Messages Increases Responsiveness

With the introduction of smart sorting for unread messages in this release, unread messages will now appear at the top of the inbox, making it easier for adjusters and reps to prioritize their workloads and respond quickly to high-priority messages. In addition, the unread chat count is now visible in the browser tab, allowing adjusters and reps to stay on top of their communications even when navigating away from the platform, increasing responsiveness and customer satisfaction.

Driving Continuous Innovation with Customer Feedback

We’re excited to continue enhancing Hi Marley’s platform with users’ feedback at the forefront, ensuring that our updates streamline communication, make frontline insurance professionals’ workflows more intuitive and efficient, and improve the claims process for the entire insurance ecosystem.

We always want to hear from our customers. If you have feedback for our product team to consider, submit ideas here!