NEWSROOM

One of the many ways that the 2020 pandemic ushered in change in our lives was by increasing the prevalence of remote and virtual client and work interactions. No longer do meetings and presentations need to be in person. The pervasiveness of virtual business meetings and our sometimes lack of physical interaction has coined a new term. “Phygital.”
 
Phygital refers to the blending of physical and digital elements to create a seamless and integrated experience for consumers. It combines aspects of both the physical (brick-and-mortar stores, real-world interactions) and the digital (online platforms, virtual experiences) to enhance customer engagement, drive omnichannel strategies, and bridge the gap between offline and online touchpoints.
 
The phygital approach aims to create a cohesive and interconnected customer journey by leveraging technology, data analytics, and personalized interactions across various channels to provide a unified and immersive brand experience that resonates with today’s modern consumers.Top of Form
 
In this article, we will examine five ways insurance brokers and agencies can combine physical and digital work elements to improve both client and office engagement.
 
1: Digital Enrollment and Onboarding Processes: Digitize the enrollment and onboarding procedures to provide your agency’s clients with seamless access to insurance products and services. Utilize online forms, e-signatures, and virtual consultations to simplify the application process and enhance convenience for clients.
 
2: Create Interactive Customer Portals: Develop interactive customer portals that offer your clients personalized dashboards, policy details, claims tracking, and communication channels. Enable clients to access and manage their insurance information conveniently through digital platforms, while still offering personalized support when needed.
 
3: Virtual Consultations and Claims Processing: Integrate virtual consultation options for clients to connect with insurance brokers and agents on your team remotely. Implement digital claims processing systems that allow clients to submit and track claims online, reducing paperwork and expediting the resolution process.
 
4: Augmented Reality (AR) and Virtual Reality (VR) Experiences: Enhance client engagement and understanding of insurance products through AR and VR experiences. Create virtual tours with experts from your team walking through insurance coverage scenarios, interactive policy demonstrations, or risk assessment simulations to educate clients in an immersive and engaging way.
 
5: AI-Powered Chatbots and Customer Support: Implement AI-powered chatbots on digital platforms to provide instant responses to client inquiries, offer health plan recommendations, and guide customers through common insurance queries. Combine automated chat support with human assistance to deliver a seamless phygital customer service experience.
 
By integrating these phygital working components into your operations, you are leveraging technology to enhance client interactions and support staff efficiency. Insurance agents can modernize their services, improve customer satisfaction, and stay competitive in an evolving digital landscape.
 
 
About the Author
Kalup Alexander is Digital Marketing Director for The Word & Brown Companies. He holds a Bachelor of Arts degree in New Media Communications and Marketing from Oregon State University and has been at Word & Brown since 2014.