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Solutions Center Approach
For the Assurant Solutions extended service programs to work to their fullest potential, it’s important to control and provide seamless customer service and technical support solutions for our client’s extended service customers. To achieve this, we’ve created the ideal system that addresses this need.
Call Center = Solutions Center
Our call center approach strives to offer every customer a “custom solution” that resolves the problem to his/her satisfaction.
Assurant Solutions achieves this by tailoring our call center capabilities to meet the needs of our clients’ desired extended service offerings. Following are three examples of our capabilities:
- The Assurant Solutions Agent Desktop application is a browser-based, “point and click” system that is fully integrated with our IVR and web applications. It provides visibility into the entire customer experience.
- The Assurant Global Knowledge Base application consists of thousands of technological articles that provide our customer service and technical representatives the knowledge to solve a wide array of problems. ASK data may also be used to support online self-guided diagnosis and FAQs on an Assurant-designed client extended service Web site.
- Assurant’s remote diagnostics keeps repair costs down by allowing our technicians to fix problems without sending a technician to the customer’s home or office. With the customer’s permission, our phone support technicians take control of the consumer’s computer remotely and repair an assortment of software problems.
Each of our Solutions Center agents is specially trained to offer your customers value-added solutions and technical support that extend beyond the service contract. In fact, our agents are capable of offering cross-sell products and services that benefit the client with additional revenue and the customer with software solutions that enhance his or her product experience.
All of our agents are actively listening to your customer and addressing his or her needs while maintaining both the integrity and culture of your brand. It’s a smooth customer experience that is refined constantly and repeated millions of times a year.
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