My:Time in Service Delivery
He's frustrated that all agents are busy when he calls to file his claim, but remembers he doesn't have to wait.
Self-service is often a preferred starting point for digital consumers. My:Time™ makes self-service better, and also provides a seamless transition to live service when customers need assistance.
Dave feels in control. Instead of waiting, he's making progress filing his claim.
Dave can use text, voice notes, and pictures to describe his claim.
My:Time provides a multi-modal communication channel for both self-service and live agent interactions.
Dave completes his claim form, adds a voice note and a few photos, then taps to submit his claim.
Next time, Dave plans to skip the phone and go straight to My:Time
Dave gets a notification from an agent asking him to submit one more photo that captures a clearer view of some of the damage. Dave complies, and soon gets a notification that his claim has been filed and accepted. Mission accomplished.
Next time, he'll skip the phone and go straight to My:Time.