Hi Marley for Service
A Solution Delivered on the Hi Marley Insurance Cloud
More convenient customer support for policy changes, coverage questions, billing needs and more.
“It’s clear that policyholders want to text, and Hi Marley allows us to serve our customers better by providing the communication options they want.”
“Our partnership is going to elevate customer service at Amica by streamlining customer communication and saving valuable time.”
“When I started using Hi Marley, I noticed a huge difference in the number of inbound calls I received because there’s so much we can easily accomplish via text messaging.”
“Especially for the one-off questions and quick conversations, adding Hi Marley’s innovative texting platform has sped up and simplified all areas of the claims process.”
“We pride ourselves in that personal phone call or face-to-face connection; I was concerned about how our customers would perceive getting a text message versus a personal phone call. But once we started using the platform, those concerns were quickly addressed and answered in a good way.”
“Hi Marley allows us to control our day better. For instance, let’s say you’re on a phone call. If someone sends you a quick text with a yes-or-no question, you can quickly respond and keep things moving forward. You don’t get caught up playing phone tag. That’s what it’s all about—delivering exceptional service without missing a beat.”
“Many of our customers prefer interacting via text, and both they and our employees will welcome the easy, clear and swift claims communications process.”
“In the past, we’ve had issues with talking with our customers where English wasn’t their primary language. Hi Marley’s translation feature is a huge help to our reps and a valuable addition to our offerings. Now we can provide seamless customer service without interruption.”
“Policyholders will now be able to complete self-inspections and resolve their claims through simple text messaging, increasing speed and transparency in the underwriting and claims processes.”
“Hi Marley has been a great partner. Iterating started on day one and never stopped. Starting from an idea, getting to a place where it’s implemented, and you can feel the results of the idea, that’s what success is all about.”
“Our customers continue to comment on how we got in touch with them ‘super fast’ via text. And with less time playing phone tag, our adjusters spend more time providing better, more personal customer service.”
“We’re able to give the customer the option to communicate how they prefer, and the virtual assistant’s ‘intelligence’ enables us to offer customers the answers to simple questions about deductibles, receipt of photos and other documents rapidly on a mobile device.”
“We can give quick, easy answers to our policyholders without them having to call us, which minimizes interruptions while ensuring our policyholders feel heard and supported. We’ve received a lot of positive feedback. Our customers have commented on how convenient texting is—they appreciate that they can get a response right away.”
Coverage for Every Customer
Service Need
With Hi Marley for Service, policyholder needs are handled quickly and effortlessly, without voice menus, long holds or phone tag. Carriers communicate when and how their customers want, getting people back to the things that are important to them.
One Platform for Every P&C Conversation – Like Never Before
Hi Marley transforms claims and service communication into a trusted, unified experience, so policyholders always know who to reach and insurance representatives stay in control from start to finish. Whether it’s a simple service question or a complex claim, Hi Marley delivers end-to-end messaging, workflow automations, conversational tools and more to turn every interaction into a five-star experience.
Feature Highlights:
Texting establishes the insurer as a trusted, always-available contact and allows service reps to manage multiple conversations asynchronously, driving higher ROI.
- Customer opt-in via text or through IVR to start a conversation
- Automatic service representative assignment
- Service-specific message templates and workflows
- Personalized outbound notifications – policy renewals, billing issues, confirmations and more
- Suite of conversational tools like translation, transcripts, and redaction
- Service dashboards and benchmarks
- Seamless integrations with preferred core service or customer service management systems
Benefits of Hi Marley Service
Customer Convenience
Faster, easier means of asking questions or making account updates and policy or billing changes.
Lower Costs
Reduced call volume, especially during peaks, and redirects to cost-efficient channels.
Empowered Representatives
Seamless integration with reps’ system of comfort, intelligent coaching tools to prioritize next-best actions and insights into customer sentient, handle time and more.
A Glimpse into Hi Marley for Service
Hi Marley for Service’s simple workflow establishes text as the preferred communication channel with immediate opt-in, increasing engagement to drive long-term customer loyalty. With seamless, persistent conversations from anywhere, Hi Marley for Service prevents communication crashes and frustration while boosting engagement.
