23 May 2018
With Australian smartphone penetration forecasted to reach 89% in 2019, it’s vital for businesses to ensure users can complete their entire customer journeys via the mobile phone to avoid losing any opportunity towards a conversion.
With this in mind, we’ve added a new ‘secure document upload’ feature to our Mobile Journeys solution.
This new feature enables businesses to collect documents and data by sending their customer an SMS or email, with a link to the Mobile Journey that is custom built, fully branded and goal focused to eliminate distraction. Customers can access the Mobile Journey at anytime and anywhere that suits them best, and upload the required document to a secure environment, all from their mobile devices.
A self-serve platform like this not only helps businesses to reduce their correspondence cost, it also gives customers greater convenience as they can choose when, where and how to complete the interaction.
So how could businesses use this new secure upload feature?
Basically any business process that requires additional documentation from customers would benefit from this feature. Things like loan and credit card applications for financial institutions; course enrollment for educational organizations, or rental applications for real estate etc. can all make use of the secure upload feature for a faster and more efficient process.
How mobile document collection aids insurance companies?
Imagine a car insurance provider receives a phone call from a rather distressed customer, who has been involved in a car accident. Fortunately nobody was hurt, but the car is in a real mess.
The customer is of course very upset, and worried about the process of making a claim. The agent in the contact centre reassures him that the claim will be processed quickly and efficiently. Right after they finish the phone call, the insurer agent immediately sends an SMS to the customer, with a link to a digital claim form using the Mobile Journeys platform.
The customer clicks on the link in the SMS and is directed to the claim form where he can fill out all the information about the accident, the parties involved and the cause, right then and there. He can also take photos of the damage to the car(s), the scene and any other information they feel is relevant, and upload them to secure servers at the same time. All this information will be accessible to the insurer instantly, allowing their agents to start working on the claim process almost immediately.
This is the power of the secure upload feature. With just a few clicks, the end users can select the action they want to complete – whether it is choosing an existing file/document, or capturing a new video/ image or voice recorder; and send that directly and safely to you.
If you would like to learn more about this new secure upload feature, or would like to discuss how this could help improve your business process, please contact our team at 1300 764 946.